Essential Duties and Responsibilities

• Provide Tier 1 (and some Tier 2) desktop technical assistance support and analysis for incoming requests through the online service & request tracking system remotely, over the phone and/or in-person; triage, resolution/follow-up with clear documentation of progress.
• Setup, maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, printing, and imaging/cloning/system configurations.
• Eventually, will be involved with creating/testing/deploying images for cloning of various hardware platforms using industry-common tools and utilities.
• Oversee installation/configuration/troubleshooting of various printers, scanners, MFD's and other devices.
• Overtime and weekends are occasionally required on a rotational basis. 

Skills, Education and Experience

• Minimum 1 year of experience in setup, configuration, troubleshooting of desktop/notebook/mobile hardware and software (Windows).
• Knowledge in the use and configuration of Microsoft Office for PC.
• Some knowledge of TCP/IP networking and related services (i.e. DNS, SMTP, DHCP, etc.) Active Directory user and group concepts, management, and administration.
• Ability to clearly communicate technical concepts to non-technical people.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to identify and escalate situations requiring urgent attention.
• Able to move technological items weighing upwards of 50lbs.
• Experience supporting a variety of Wi-Fi enabled devices.
• Experience creating/maintaining system images for Windows.
• Working knowledge of ServiceNow.
• College degree strongly preferred.