Essential Functions
- Organizes IT support requests and works to resolve issues and answer questions for the end-user.
- Monitors and reports on the health of the IT environment and escalate issues as appropriate.
Duties and Responsibilities
- Procures, deploys, maintains, and supports end-user devices and software across local and remote locations.
- Assists users with printers, tablets, mobile phones, and other peripherals.
- Develops and maintains appropriate documentation of processes and procedures to aid other IT staff members.
- Maintains and helps develop the IT customer service process.
- Works closely with other team members to resolve tickets in a timely manner; identifies trends and implements/suggests proactive measures.
- Performs after-hours maintenance as needed.
- Other duties as assigned
Education/Experience
Required:
- Associate’s degree in a technical field
- Familiarity with Microsoft Windows and Office
- Excellent people skills
- Strong organizational and problem-solving skills
Preferred:
- Bachelor’s degree
- Experience managing/maintaining desktops, servers, storage systems, server software, and network devices
Knowledge, Skills, Licenses, Certifications, Etc:
Required:
- Highly motivated, dynamic, high energy, strong initiative, and a strong drive for success
- Excellent interpersonal and customer service skills
- Strong organizational skills, multitasking skills, and attention to technical detail
- Flexibility and the ability to learn quickly
- Excellent telephone, verbal, and written communication skills
- Ability to work as a team or alone
- The ability to multi-task, manage shifting priorities, and work in a rapid, constantly evolving environment with emphasis on quality and fast customer service
Preferred:
- Industry certifications
- Expert level knowledge of computer hardware and troubleshooting and standard desktop software including Microsoft Office and Windows
- Knowledge of basic network routing and switching including VLANs
- Knowledge of network-related technologies such as DHCP and DNS
- Familiarity with remote support tools such as Microsoft Teams, Anydesk, etc.
Physical Demands
- The ability to sit for extended periods of time
- May require the ability to stand, walk, lift and carry objects, bend, crouch, crawl, and use hands from time to time
Work Environment
- Office work environment
- This position requires after-hours work
