2-4 Month Contract to Hire. Must be a US Citizen

Critical Responsibilities

1. Respond to customer requests for support via telephone, e-mail, or walkups

2. Provide accurate and creative solutions to user problems in a timely manner

3. Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction

4. Break/fix support of IT equipment (laptops, desktops, printers, smartphones, VTC equipment)

5. Properly run network and power cables

6. Maintain IT device inventories as instructed by Help Desk Manager.

7. Participate in ACD phone call rotation support

8. Proficient in supporting VTC related meetings and equipment

9. Assist in training end users

Important Responsibilities

1. Research and resolve issues in a timely manner in accordance with standards

2. Participate in root cause analysis

3. Escalate problems to appropriate teams based on established guidelines and procedures

4. Participate in team projects that enhance the quality or efficiency of service

5. Respond and resolve issues effectively and efficiently

6. Track unresolved calls

7. Create How To knowledgebase articles

8. Troubleshoot remote connectivity issues for traveling users and remote offices

9. Basic Systems Administration experience (Windows)

Knowledge, Skills, and Abilities

Relationship building (people) skills

Excellent communication skills (both verbal and written)

Excellent organizational skills, ability to take technical direction and ability to prioritize tasks

Strong understanding of distributed systems architecture and general knowledge of multiple technical disciplines

Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), remote network access, network file servers, applicable software and troubleshooting techniques

Ability to understand and assist in solving network server problems or network infrastructure issues

Demonstrable experience in the first level support of laptop and desktop computers.

Demonstrated problem-solving skills

Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients’ needs

Must possess a motivated and team player work ethic

Flexible work schedule

Core Competencies

Windows 10, 11

Basic Mac support

MS Office 365

Microsoft Outlook

Citrix support

Remote Access Client

VPN

Dell and Microsoft Desktops/Laptops

Sharp Printers/copiers

Smartphone support

Good understanding of TCP/IP

SCCM knowledge

Active Directory knowledge

Laptop/Desktop Imaging experience

Job Type: Contract

Pay: $24.50 - $27.50 per hour

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person