Position Summary

Provides hardware, software, network, and telecommunications support to the Eaglestone user community by means of timely intervention, structured problem determination, root cause analysis and documented solutions. Provide operational backup support to the Senior Director of Network Operations. Required to travel to all Eaglestone locations on demand or when required.

Primary/Essential Responsibilities and Duties

• Supports, monitors and troubleshoots networks, systems, and applications to identify and correct malfunctions and other operational difficulties
• Investigates user problems, identifies source, determines possible solutions, and tests and implements solutions
• Provide Level 1-3 support for our critical Email and Sharepoint platforms.
• In conjunction with IT Team diagnose and resolve email, Internet and local-area network access problems
• Manage projects related to the rolling out new hardware and software
• Installs desktop software and troubleshoots as needed
• Maintain IT metrics reporting package.
• Manage IT Support tickets and delegate as necessary
• Act as the initial point of contact for all user calls/emails to the Eaglestone Help Desk
• Provides functional support for company's Cisco unified communications environment
• Provide Level 1 (resolves basic customer issues) and Level 2 (more comprehensive problem solving) support of customer computer hardware, software, network, and telecommunications systems issues
• Diagnoses, identifies, isolates, and analyzes problems and guides users through step-by-step solutions being sure to identify root cause at all times
• Clearly communicates technical solutions in a user-friendly, professional manner
• Diagnoses and resolves end user PC, Tablet and Smart phone hardware and software problems
• Delivers, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Performs minor desktop hardware repair for PC computer equipment and peripherals Helps install local area network cabling systems and equipment

General/Other Responsibilities and Duties

• Conducts hardware and software inventory database maintenance and reporting
• Works with Purchasing to configure and order end user computer equipment such as PC's, Tablets and Smart phones
• Alerts management to recurring problems and patterns of problems
• Provides one-on-one end-user training as needed
• When directed by the CIO perform specified R&D analysis

Required Skills and Qualifications

• Bachelor's Degree in an IT-related field
• A minimum of 10 years experience providing end-user phone support for PC desktop and application software and installing, upgrading, troubleshooting and repairing personal computers in a network environment
• Knowledge of desktop operating systems, various software applications and basic hardware for the PC, principles and theories of network systems and management, and Internet technologies and products
• Ability to deliver professional technical customer support over the phone
• Ability to identify, troubleshoot and resolve a wide range of technical computer-related problems
• Ability to read, understand and apply complex technical information and to master new computer technology
• Strong interpersonal, written and verbal communication, and customer service skills
• Ability to develop and maintain positive relationships with internal clients and external vendors
• Strong analytical and problem solving skills and ability to identify root cause related to problems
• Strong planning and organizational skills and the ability to meet deadlines
• Advanced skills with Microsoft Office suite
• Advanced skills in typing

Physical Requirements and Working Conditions

• Required to travel to all Eaglestone locations on demand or when requested.
• Works in an office environment
• Frequently sits for long periods of time
• Extensive use of voice and email systems
• May require standing, walking, stooping, or bending
• May require lifting equipment weighing up to 25 pounds