User Support Technician

Description

Must be onsite

Hours-M-F; 8-5pm

Extension possible

Skillset Matrix: Manager Notes

Technology Requirements (I.E Programs, systems, etc):

1. Microsoft products, active directory

What does a typical day look like? (daily tasks):

• Working through break/fix tickets, taking calls, setting up new hire

Preferred background/prior work experience?:

• Helpdesk experience

Priority soft skills:

• Time management, communication
• Summary of Duties and Responsibilities

IT Help Desk support (On rotating basis with some after-hours coverage):

• Answer help desk phone calls.
• Route help desk tickets to appropriate technicians or support groups.
• Provide on the spot troubleshooting as time allows.
• Provide walk up support.

Provide local support for the following systems (installation, upgrades, troubleshooting): 

• PC/Laptop Hardware and Software
• Network Peripherals, Printers, Copiers
• Telephone System
• Enterprise/Business Applications
• Mobile devices
• Audio/Visual
• Maintain loaner laptops.
• Hardware procurement, inventory, disposal support.
• Account Management advanced support.
• Off-site support (conferences, Client locations)

Qualifications 

To perform this job successfully, an individual must be able to perform essential duties satisfactorily.  

• Windows 10 & 11 experience.
• Microsoft Office 365 experience.
• Working knowledge of Laptop/Desktop/Printer Hardware.
• General Networking and Wireless skills.
• PC/Laptop build and Imaging experience.
• Active Directory and Microsoft Exchange/O365 experience.
• Desktop support tools working knowledge.
• Anti-Virus, Malware, Spam, and other security remediation experience.
• Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed.
• Ability to be an active participant and contributor on a professional IT Support Team.
• Exceptional communication skills, telephone support skills, and interpersonal skills with a customer service focus
• Ability to plan/organize time and workload.
• Ability to prioritize and escalate based on problem/issue severity.
• Ability to follow standard processes/procedures.
• IT service management system experience required (ServiceNow experience a plus).
• MacOS experience a plus.
• Documentation and Knowledge base experience desired.
• Ability to work assignments that are moderately complex in nature where judgement is required in resolving problems and making routine recommendations.
• Mid-level position, all relevant experience considered, PC support experience required.

Education

• BA/BS MIS or CIS (or related technical discipline) desired

Experience 

• 1-3 years’ experience in IT Help Desk support 

Specialized Knowledge

• Moderate to complex troubleshooting and technical skills.
• Focus on one or more of the following technical areas a plus: audio visual systems/events, mobile device integration, computer imaging, automated patching/updating deliver tools, Endpoint management tools.
• Additional Details (Including Physical & Mental requirements)
• Must be able to lift 50 lbs. (Accommodations can be made.)