| GENERAL SUMMARY OF JOB RESPONSIBILITIES
Provides technical support to staff and customers on software systems by installing and configuring software and hardware products and maintaining
knowledge documentation. Oversee device lifecycle from beginning to end. Troubleshoots desktop PC problems. Responds and follows-up on internal and
external customer support problems. ESSENTIAL DUTIES AND RESPONSIBILITIES
? Able to troubleshoot and resolve networking errors with DNS, DHCP, TCP/IP, VPN, etc.
? Assists with IT Asset Management responsibilities, which include updating and modifying asset records
? Performs diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers. Ensures equipment is properly maintained and patched. Follows set policies and procedures when assisting clients to ensure proper handling of requests ? Provides timely responses to client and management requests. Monitors the Client Support ticket queue to ensure that tickets are addressed in a
timely manner. ? Other non-essential duties as assigned or may be necessary
? Configures pcs, phones and tablets for network access, Office Products, and printers. Configures and maintains network printers to ensure security configurations are installed and maintained ? Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
? Works with other groups to resolve technical problems.
? Assists end-users and IT specialists by phone and email with second-level technical support; works to resolve incidents at the Tier II level. Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I and Tier II support ? Provides walk-in support to end users, supporting hardware and software issues. Re-images desktops and laptops, as needed, and deploys new
equipment to end users ? Loads computer devices for new hires, device reassignments, and device refresh both Corporate and Field Worker. Works with IT Asset Management
on stock room inventories by maintaining and tracking inventory at our build locations. KNOWLEDGE/SKILLS/ABILITIES
? Excellent communication skills both written and verbal Basic Knowledge
? Ability to recognize, analyze, and solve a variety of problems Broad Knowledge
? Ability to analyze, organize, and prioritize work while meeting multiple deadlines Broad Knowledge
? Proficient in Microsoft Office applications Broad Knowledge
? Proficient with Microsoft SCCM, Microsoft Intune Broad Knowledge
? Familiar with Active Directory Basic Knowledge
? Familiar with Computer Networking Basic Knowledge EDUCATION
? Associate Degree in Computer Information Systems (Required) EXPERIENCE
? 2 – 4 years Relevant experience (Required)#LI-AN1 | 