Job Summary:
This role is on-site and responsible for supporting the organization’s computer systems, hardware and software and helping end users with technical issues submitted through the help desk.
Duties and responsibilities:
Installs, configures, upgrades, and troubleshoots problems related to hardware, software, phones, and other equipment (e.g., printers) and systems.
Responds to IT requests submitted by employees with technical issues.
Troubleshoots Level 1 problems related to any aspect of network/telecommunications systems and PC’s.
Diagnose, tracks, resolves, and documents problems and resolutions.
Serves as initial point-of-contact with vendors and remote location operators to solve problems.
Creates new email accounts, distribution lists, and troubleshoots general Outlook issues and requests (e.g., password resets, forwarding, shared mailboxes).
Assists with AD management of users and devices, and software licensing.
Onboards new employees, issues equipment, and assists with workstation set-ups. Provisions system access and sets permission for employees based on department and position.
Supports end user training related to spam filtering.
Offboards employees; retrieves equipment, removes licenses and access from IT systems and business applications upon separation.
Provides device support: troubleshooting, warranties, and occasional minor physical repair or upgrade work. Orders user equipment and maintains equipment inventory database to ensure accuracy.
Uses internal and external knowledge bases and resources to research issues independently, escalate issues outside the technician’s level of knowledge and experience (including most server and networking issues, as appropriate)
Advises, trains, and assists users on how best to utilize systems.
Coordinates with outside IT consultants regarding systems and issues needing resolution.
Qualifications:
Associate degree in a related area with 2-4 years of experience; or equivalent combination of education and experience preferred.
Knowledge of Windows 10/11 systems, Microsoft 365, email, and printers.
Knowledge of enterprise IT support preferred. Using any case management / support ticketing and knowledge-based systems.
Ability to provide quality customer service and teamwork while managing multiple tasks and projects under competing deadlines.
Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.
Strong senses of discretion, urgency and confidentiality.
Knowledge of iOS, Apple iPads, Square software and POS networks.
Ability to monitor and edit website, as needed.
A knowledge of Digital Watchdog security systems, with substantial number of IP cameras and related network is a plus.
May be required to assist in the evening and/or weekends and travel occasionally. Will be required to work overtime hours at 4th of July and New Year’s Eve.