Jobs

Description

THE ROLE:

• This role provides technical support to the organization's internal users of computer applications, hardware and network (e.g., PCs, servers, mainframes);
• Deploys end point hardware and software products and services, answers questions regarding system procedures, online transactions, and systems status;
• Collaborates with other teams within IT in order to restore service and/or identify problems; and maintains a troubleshooting tracking log ensuring timely resolution of problems.

CORE RESPONSIBILITIES: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

• Monitor the Help Desk ticketing system and provide timely assistance to customers with incidents, events, problems, requests, and projects.
• Prepare timely documentation of issue resolution.
• Deploy computers, printers, multifunction devices, scanners, faxes, VoIP phones,and mobile devices.
• Manage all computers, operating systems, and software required by end-users.
• Ensure connectivity of all equipment, including workstations, servers, phones, mobile devices, printers, scanners, faxes and multifunction devices.
• Manage end user accounts, permissions and access rights in accordance with bestpractices regarding privacy, security, and regulatory compliance.
• Anticipate, mitigate, identify, troubleshoot,Role and resolve hardware and software problems with computers, input/output fleet, voice, and video equipment. Escalate incidents as necessary.
• Analyze the performance of the supported devices, identify and report common issues to the appropriate support groups.
• Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.
• Provide IT services for end users, including visitors within the assigned region.
• Assist with resolving security-related issues.
• Exchange information and knowledge related to IT services with other members of the support team.
• Ensure the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.
• Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.
• Practice network asset management as per documented processes.
• Support application development teams throughout project lifecycles.
• Perform other duties and special projects as assigned by the team lead.

QUALIFICATIONS:

• Bachelor’s Degree in MIS or Computer Science preferred, or relevant concentration,with 3-5 years of experience; or 3 to 4 years relevant and equivalent business or IT experience.
• ITIL knowledge preferred, Certification a plus.
• Working technical knowledge of current systems software, protocols, and standards, including Microsoft Intune, Directory Services, Microsoft M365, Windows 10/11, Microsoft Office 365 tools, Cisco Networking, mobile communications,Service Now Ticketing system, etc.
• Hands-on software and hardware troubleshooting experience.
• Knowledge of applicable data privacy practices and laws.
• Experience working within a team-oriented, collaborative environment.
• A+, Network+, Microsoft, Cisco, or other relevant technical certifications a plus.

DAY IN THE LIFE:

• In this role, the working environment is generally in an office setting.
• The physical demands may include, but are not limited to, moving around in an office environment, frequent oral communication, close vision, and the ability to operate office equipment. In addition, this role may include approximately 10% or less trave