Serve as initial primary point of contact for Eventide staff by receiving calls and help desk tickets. Resolve issues and provide front line support and best possible customer service in a timely manner. Work with IT staff in maintaining network hardware, software and workstations as well as telephone and mobile devices.
ESSENTIAL FUNCTIONS:
- Maintain Helpdesk system and be primary point of contact for helpdesk tickets, and phone requests.
- Travel to sites and perform on-site maintenance.
- Set up, maintain, and troubleshoot desktop, notebook computers, and telephones, printers, mobile devices.
- Install and configure software in accordance with department policies and procedures.
- Maintain software and hardware inventory.
- Help maintain network security across organization.
- Complete and maintain project work as assigned.
- Provide updates to internal customers on solutions and manage expectations and timing of resolution as needed. Work closely with employees at all levels of the organization when responding to issues.
- Coordinate with outside vendors as needed.
- Prepares and maintains appropriate written documentation for systems, infrastructure, maintenance logs and procedures.
- Be a part of a rotating on-call schedule.
- Available for after hours or emergency assistance based on need.
EDUCATION AND EXPERIENCE:
- Associate Degree or formal education in systems administration (technology) preferred or work equivalent.
- Windows Active Directory experience preferred.
- Experience managing and maintaining workstations running Microsoft Office, Windows virtual server environment, including virtual desktop environment and SharePoint preferred.
