SUMMARY OF POSTION

This role is a hybrid remote position. A successful candidate will be responsible for maintaining the customer relationship and communication tied to support/project related activities. A professional, positive team approach, desire to learn and grow, and be a champion of success is expected. 

ESSENTIAL DUTIES & RESPONSIBILITIES 

• Serve as initial point of contact for IT requests
• Install, modify, and repair computer hardware and software
• Adhere to and support the IT SLAs
• Create and update documentation as needed
• Travel to facilities as needed
• Monitor servers, systems, and scheduled events to capture when errors and issues occur
• Capture, resolve, and route if necessary end user-requests regarding PC, printer, ERP applications, Microsoft applications, and any other enterprise software solution in-use
• Respond to requests for systems assistance via phone and electronic communication; document, track, route and monitor issues/requests to ensure timely resolution
• Research questions using available information resources and utilize remote assistance software to troubleshoot, diagnose and resolve system issues; advise users on appropriate action(s)
• Follow standard help desk procedures; log all interactions; redirect or escalate problems to appropriate resources as needed; identify and escalate situations requiring urgent attention
• Assist the IT department when major disasters or major infrastructure changes occur, often by functioning as a Communication Command Center
• Other duties, as assigned by the IT Director

REQUIRED COMPENTENCIES, KNOWLEDGE, SKILLS 

Computer/technology skills:

• Four years’ experience with application software or a combination of education and experience (i.e. Microsoft Server, Active Directory, Microsoft Office 365 Suite, Project Management Software, VISIO, etc
• Office 365/Azure
• Document Management systems, Xerox Docuware preferred.
• Virtual PBX systems
• Training and/or practical experience in Operations Support activities and Manufacturing applications
• Ability to lift 50lbs 

Experience: 

• Prior MSP experience preferred.
• Must be able to follow documented instructions and escalations
• Strong organizational and time management skills
• Strength in formal (written) and informal (verbal) communication skills
• ConnectWise experience and Connect (Labtech) background a plus
• Experience with DATTO a plus
• Experience in solving user problems with Epicor a plus
• Experience in solving connectivity and other network issues across a WAN 
• Strong Knowledge of PC hardware and software - installing, configuring, diagnosing and troubleshooting.
• Current knowledge of network technologies (Wi-Fi, Firewalls etc.) Ubiquity and Watchguard preferred. 
• Knowledge of PC imaging and deployment techniques 
• Troubleshooting connectivity and other network issues across a WAN
• A certification, ITIL