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Job Description
Job Summary
The role works independently with general supervision to provide in-depth end-user desktop support and technical guidance for internal employees and some minor support for external users of customer/client facing Web sites and services. This position will interact and collaborate with IT resources and business users on a daily basis in order to help resolve or escalate issues.
Essential Roles and Responsibilities
% of Time Spent
Essential Tasks/Duties/Responsibilities
25
Support equipment moves, installations and maintenance; update related documentation.
25
General troubleshooting and support of personal computers, phones, wireless devices including answering users’ questions and resolving issues via telephone, remote control or in-person visits.
10
Ticket creation and problem resolution based on monitoring ticketing system and answering support calls. Tracking and documenting ticket progress and resolution within ticket tracking system(s).
10
Operations support including PC imaging and repairing, installing software, replacing hardware and establishing valid network port connections.
10
Troubleshooting and maintaining hardware and software required for day-to-day operations.
10
Provide IT support for projects
3
Tracking and distributing hardware and software required for day-to-day use.
3
Systems administration including user account creation and maintenance for all end-user services, internal and external.
2
Contribute to team’s technical knowledge base; creating new and maintaining existing documentation.
2
User administration in various telecommunication systems for daily operations of business.
Skills and Qualifications
- Bachelor’s degree in computer science or related field, or equivalent work experience
- Computer skills: Systems analysis; Design and program development skills; Microsoft Office applications, Office 365, Windows 10 OS, iOS and Android OS.
- Certifications: CompTIA A+, CompTIA N+, Cisco, MCP, MCSE or equivalent.
- 2 or more years’ experience working with PC hardware and software for installation and support
- 1 or more years’ experience demonstrating strong customer service and organizational skills
- Demonstrated ability to interact in a positive, respectful manner; establish and maintain cooperative working relationships.
- Ability to work independently and self-direct with limited need for day-to-day supervision.
- Ability to effectively organize, prioritize tasks; multi-task and manage time.
- All job offers are contingent on successful completion of a background and reference check
- Ability to lift 50 pounds
Job Requirements –