Summary: This position provides support to end-users remotely and deskside. The individual responds to help requests and identifies, researches, and resolves technical problems. In addition to workstation support, this position includes significant exposure to datacenter and server operations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily

Essential Duties and Responsibilities include the following. Other duties may be assigned.

1. Receive and resolve incoming help requests from end users in a courteous and professional manner. This includes documenting the entire support lifecycle from origin through all steps taken until resolution is complete.

2. Prioritize and schedule problem resolution. Escalate problems when required to the appropriately experienced technician.

3. Use software updates, drivers, knowledge bases, forums, and frequently asked questions resources on the Internet to aid in problem resolution.

4. Identify and learn appropriate software and hardware used and supported by the organization.

5. Perform hands on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

6. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

7. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users from this research.

8. Maintain and report on operational systems such as backup and monitoring.

9. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.

Experience

• Two years’ professional experience in a related field or the equivalent in pursuit of a degree

Skills/Abilities

Applicants are expected to have a knowledge base on IT systems including:

Strong skill required:

• Microsoft Windows workstation operating systems
• Microsoft Office products including Outlook
• PC hardware break/fix troubleshooting
• IOS and Android mobile devices
• Domain services: MS Active Directory, DNS, DHCP, Printer Server, File Sharing
• Office 365 Administration

Familiarity a plus:

• Citrix (troubleshooting of published apps and desktops)
• Microsoft Windows Server operating systems
• SAP and/or iSeries
• IBM Domino and Lotus Notes
• Basic Knowledge of switching and routing