Remote work is not available in the following States: Alabama, Alaska, Arkansas, California, Connecticut, Delaware, Georgia, Hawaii, Idaho, Kansas, Maine, Michigan, Mississippi, Montana, New Hampshire, New Mexico, New York, North Dakota, Ohio, Oklahoma, Rhode Island, South Dakota, Utah, Vermont, Virginia, and W Virginia.

Key Responsibilities:

• Responds to support requests (i.e., telephone, e-mail, support portal, and personnel requests) to requests or resolve technical issues.
• Prioritize tickets to resolve them promptly and quickly.
• Document actions during the ticket resolution.
• Stay current with the IT environment, changes, and updates.
• Identify and escalate problem tickets and urgent situations to the proper resource.
• Resolving more complex issues requiring detailed systems and applications knowledge
• Ability to perform network performance issues that affect the client base, which may include working with firewalls, switches, routers, access points, and other devices.
• Identify issues and suggest operational improvements.
• Actively contribute to ongoing process improvement.
• Ability to complete multiple simultaneous projects promptly.
• Provides mentoring and guidance to less experienced personnel to increase their technical knowledge and customer service skills.

Qualifications:

• Associate degree or 3 years of help desk experience or equivalent combination of education and experience.
• Ability to identify and resolve computer system malfunctions and operations problems.
• Experience with Hardware troubleshooting and repair
• Intermediate level Microsoft Office/Microsoft Desktop OS support experience
• Intermediate-level Microsoft Office/Apple OS, client device support experience.
• Basic networking knowledge
• Active Directory experience (Cloud or on-prem).
• Some Exchange experience (Cloud or on-prem).
• Client device imaging a must.
• Ability to read, analyze and interpret business documents.
• Ability to write reports and procedure manuals.
• Ability to effectively present information and respond to questions from groups of employees, managers, and customers.
• Ability to communicate technical information to non-technical personnel.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute ratio and percent and interpret bar graphs.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret technical instructions in mathematical or diagram form and deal with abstract and concrete variables.
• Meet the physical demands of a professional office environment when required to be at an on-site location.

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