Summary

Provide technical support for internal desktop systems, both hardware & software. Act as onsite support for network, server and voice infrastructure teams. Must be eager to learn new technology such as IOT, AI, and cloud-based computing. Must also understand basic project management.

 

Job Duties:

Provide advanced and executive level technical support to internal and external customers.  Install, configure, troubleshoot, monitor, and maintain desktop software and hardware; support mobile workforce. Work independently in troubleshooting and providing solutions to unresolved hardware and software problems through ServiceNow helpdesk ticketing system.  Maintain passwords, data integrity, and system security for our technical environment to ensure that access to company information and systems resources, in any medium or format, is limited to authorized personnel.  Conduct daily, weekly, and monthly technical audits. Implement modifications to existing equipment with moves, adds and changes as requested via ServiceNow request system.  Deploy software updates, security updates, and patching via SCCM tool.  Manage hardware inventory using asset management tool.  Document site environment in SharePoint: examples: DHCP, DNS, MDF/IDF rooms, site hardware and software; voice hardware, etc.  Troubleshoot file sharing.  Provide telephone setup, assist with logins, support/troubleshoot phone issues.  Provide support of Apple, Android and Windows mobile devices. Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.  Perform other duties as assigned by management.

 

Qualifications:

High School Diploma or GED Associate Degree

 

Experience:

2 - 3 years Experience in IT with emphasis on infrastructure technology. Experience with design of IT infrastructure. Working knowledge of IT Disaster Recovery process and procedure.

 

Knowledge, Skills, Abilities & Other Characteristics:

Understand the configuration and to be able to support multiple Operating Systems: examples: Windows 10, Windows 7 and MAC OS X 

Understand Active Directory – domains, OUs, GPO’s and update Active Directory for OU changes, enable/disable accounts 

Understand how to support Office 365 in a cloud environment – configure and troubleshoot 

Understand network, server & voice infrastructure to provide hands and feet support to engineering team. 

Strong organization, project planning and time management skills.

Excellent written, verbal and interpersonal communication skills. 

Ability to multi-task and adapt to change. 

Proven track record of meeting or exceeding customer experience and financial objectives 

Ability to maintain the highest level of confidentiality.