SUMMARY:
In this role, you’ll join a highly motivated team of technologists and be responsible for supporting and maintaining the organization’s computer systems, workstations, and peripherals in a fast-paced environment. Duties include but are not limited to installing, diagnosing, repairing, maintaining, and upgrading all organization’s equipment while ensuring optimal workstation/software performance. The person will also troubleshoot and log support cases, communicated in person, phone, or email in a timely and accurate manner.
Technology as a whole and within our organization is constantly evolving, so if you’re a curious person and looking for a place that promotes professional growth and development, then this is the job for you.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provide front-line support in-person and virtually to support a hybrid workplace.
- Provisioning, configuration, and setup of IT systems and equipment.
- Onboarding employees into IT systems and equipment.
- Provide technical support help and log as support cases.
- Use remote software to resolve issues, perform installations or demonstrate solutions to clients or help client identify resolution.
- Prioritizes issues based on severity and immediacy and executes escalation procedure based on priority.
- Coordinate equipment delivery and return.
- Update asset management system.
- Maintain security of physical equipment.
- Monitoring and maintaining computer systems and network.
- Triage incidents reported to identify if a false positive and escalate appropriately.
- Help with project rollouts and perform training as needed.
- Help document new project/system features and various training material.
- Maintenance, support, and troubleshooting of IT systems and equipment.
- Evaluates expanding or enhanced computer operations; makes recommendations for improvement and upgrades to hardware and software to manage workload and system requirements.
- Manage and perform user acceptance testing for new project releases.
- Help manage and maintain office and facilities that become IT responsibilities.
- Responds quickly and practically to unexpected problems.
- Handle sensitive information in a confidential manner.
- Adheres to and accurately promotes all Company policies and procedures.
QUALIFICATIONS:
REQUIRED:
Education:
- High school diploma or GED.
Experience:
- Proficient with Microsoft Office Suite
- Working knowledge of network support issues
- Working knowledge of remote systems
- Working knowledge of the Salesforce platform
- Experience with technical writing
- Attention to detail and problem-solving ability
- Ability to analyze data and communicate ideas clearly
- Excellent Customer Service experience
- Ability to work independently or on a team
PREFERRED:
Education:
- Relevant IT certifications and/or Associate’s Degree (AA) or equivalent from two-year College or technical school
Experience:
- Maintains knowledge of technology innovations and trends
- Salesforce administrator certifications
- Understanding of SDLC methodologies (Agile, SCRUM, other)
- Experience with Microsoft Intune
- Experience with VMware product, Workspace One
- Experience with managing Okta
- Experience with the procurement process using various VARs