Description

Summary:

Responsible for providing the daily customer support of the IT system, as well as supporting all communication equipment (phones, facsimile machines, etc.), allowing the organization to operate effectively and efficiently at maximum levels internally and externally. 

Responsible for handling first level support of in-house service tickets. Tickets may be incidents, requests, problems or alerts. These responsibilities relate to all software and hardware technology, including workstations, printers, fax machines, postage meters, vendor specific hardware, general purpose software support and core business software liaison. Enter all work as service tickets into ConnectWise, Nexigen’s established ticket management system. (Note: This would typically NOT include server maintenance, network hardware such as routers, switches and firewalls, and core business software identified by AVI management.)

Duties/Responsibilities:

· IT Support relating to technical issues involving Microsoft’s core business applications and operating systems

· IT Support relating to office equipment, laptops, workstations and monitors

· Basic technical support at the network level: WAN and LAN connectivity and wireless access WAP 

· Basic remote access solution implementation and support at the workstation level: i.e. VPN and Terminal Services

· Work within the Nexigen established process to create or disable user accounts 

· Assist Nexigen with system documentation maintenance and review in Nexigen’s established knowledgebase 

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc. 

· Liaise with external vendors 

· Efficiently and professionally addresses the needs and concerns of the overall organization on a daily basis and in a friendly manner;

· Assists in user training as needed;

· Performs wiring and cabling functions, utilizes outside services as necessary;

· Reports to Nexigen through the ticket system users that need created and access rights needing created or altered. Nexigen will manage process the creations and changes;

· Assists in software installations;

· Manages the Document Imaging System which includes the scanning and maintaining of documentation;

· Serves as a back-up to general systems support;

· Keeps abreast of new developments within the IT industry; provides research of possible updates/changes that will allow the organization to maintain a competitive edge;

· Maintains systems to meet the necessary user levels;

· Nexigen maintains PC Virus Protection, any issues are to be reported to Nexigen through ticketing system.

· Nexigen maintains network data backups, any issues are to be reported to Nexigen through ticketing system.

· Other duties as assigned

Requirements

Additional Duties and Responsibilities: 

· Improve customer service, perception, and satisfaction 

· Assist Nexigen to provide fast turnaround of customer requests 

· Work with Nexigen to ensure service tickets are routed to the proper resource in order to be resolved quickly and efficiently 

· Recognize and escalate service tickets that are outside of established scope 

· Other duties as assigned.

Supervisory Responsibilities: 

Not applicable.

Skills and Experience: 

High school diploma or GED required. five years’ experience in PC troubleshooting, PC hardware knowledge and software installation necessary. Must possess a solid working knowledge of Windows 10 and TCP/IP. Incumbent will need to have excellent communication (both verbal and written) and organizational skills. Keyboarding skills are required. A certification a plus.

Physical Demands/Work Environment: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, kneel, and use hands to finger, handle or feel. Job responsibilities will expose incumbent to the production floor and small access areas. Company lifting limitations will be enforced. Specific vision abilities required by this job include close vision and ability to adjust focus.