Vacancy expired!
- Provide Tier 1 and some Tier 2 support to end users.
- Work in a fast-paced and dynamic environment as a member of IT team to provide day to day support, request fulfillment, incident response, documentation, and follow-up.
- User creation, modification, termination to include updating Active Directory, distribution lists, user groups, etc.
- Respond to inquiries and requests for assistance with the entire organization's computer systems, phone systems and applications
- Assist internal customers who are experiencing operational, hardware, application or network connectivity problems with their computer and phone systems
- Answer, evaluate, and prioritize incoming phone, ticket, and email requests for technical assistance, escalating more complex problems to next level of technical staff.
- Log and track support using ticketing, maintain history record, documentation, and follow-up.
- Use excellent verbal and written communication skills to explain complex ideas and systems to non-technical users
- Coordinates with other IT areas to resolve problems if necessary and provides assistance when required
- Setup new computer and phone equipment for users and provide new hire training
- Create and maintain system documentation and end user training materials
- Implement new computer hardware and software technologies
- Enhance documentation and automate business processes and technologies to improve end-user support and manage or reduce costs
- Teach and assist other members of team as needed on tools, processes, etc.
- Assist compliance, information security, systems, and network teams on tasks, changes, projects or other duties as assigned by Manager – Technical Support
- Must be able to work during normal business hours
- Ability to work in a fast paced, dynamic, and high achievement environment with a strong work ethic
- Grace under pressure and a sense of urgency that puts the customer first.
- A professional individual with communication and customer service skills, suitable for a corporate headquarters environment with senior executives.
- Strong team orientation, the ability to follow predefined support processes, and the initiative and skill to take tasks to completion successfully.
- Ability to work independently with minimal supervision
- Ability to periodically re-prioritize tasks as new requests come in or existing tasks get updated
- Experience with the Microsoft products (e.g. Windows 10, Office Suite / O365, etc. ).
- Some troubleshooting skills and willingness to take on all computer related problems in order to meet all company objectives
- Some ability to provide training, knowledge transfer, and self-help for end users while also assisting them fix problems
- Experience with ticketing systems and web-based tools
- Some understanding of networking topologies, security, Ethernet, TCP/IP, DNS, VPN technologies and remote and wireless communication or willingness to learn
- Some experience with full disk encryption technologies or willingness to learn
- Some understanding of Microsoft Windows server or willingness to learn
- Some knowledge of software management tools (e.g. Desktop Central, inTune, SCCM)
- Installation and configuration of all Windows desktop and server operating systems
- Some understanding of Active Directory and Group Policy and the ability to manage user accounts and utilize tools (ManageEngine, ADManager, DesktopCentral, etc.)
- Some background with Zoom phone & meeting, MS Teams, Cisco Webex IM & meeting, or similar or willingness to learn
- Experience with desktops, laptops, printers, and similar hardware technologies
- IT experience of 2+ years with 1+ years desktop support
- Certifications a plus (in MCP, ITIL, A+ or Security+)
- College degree or trade school a plus or equivalent work/life experience
Vacancy expired!