What You’ll Be Doing

Responsible for providing teammember support and software, hardware, and network assistance. Responds to and diagnoses problems through discussions with teammembers, procedures and through instructions.

Includes problem recognition, research, and isolation as well as documentation, tracking and monitoring of problems to ensure timely resolution.

• Perform entry-level analysis and follow-up concerning security controls and updates.
• Perform entry-level duties including basic phone, hardware support, and software supportIncluding but not limited to processing Printelligent requests, troubleshoot basic Office Suite issues, printing issues, manage user accounts, and create network printer and thermal receipt printer queues.
• Use appropriate ticketing software to track and record instances of support, ensuring all established Service Level Agreements (SLA) are met and appropriate levels of details are included with each ticket, including clear description of issue, steps taken to resolve the issue, resolution of incident, and time spent.

Ensure that each incident is assigned the appropriate level of Priority and Urgency, as agreed upon with the end user.

• Ensure compliance with all hardware and software policies, standards and practices.
• Maintain, track, and monitor comprehensive documentation, inventory control, and maintenance records concerning all assigned systems including Standard Operating Procedures, operating records and problem logs to ensure timely resolution / SLA.
• Monitor system capacity and statistics as assigned.
• Provide technical support to all teammembers.
• Administer security requirements for all assigned applications and participate in security reviews / audits.
• Oversee functioning, reporting and upgrades of all systems as assigned.
• Assign, track, maintain and order supplies for systems as assigned
• Required to support 24x7 operations as required.

Additional Job Functions

• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.

Failure to do so may result in disciplinary and other employment related actions

Qualifications

• High School Diploma or GED required
• 1-3 years related experience required
• Microsoft Certified Technology Specialist (MCTS)

Knowledge, Skills, and Abilities

• HP PCs, laptops High
• Printers High
• Mobile High
• Wireless Medium
• MacIntosh Medium
• Network Connectivity Medium
• Microsoft Office High
• Windows High
• Active Directory Medium
• Call management (Altiris, Remedy) Medium
• Terminal emulation Medium
• Anti-virus (McAfee) Medium
• File & Print Services Medium
• Displays understanding of system architecture
• Displays responsiveness to user needs
• Monitors system performance
• Strong oral and written communication
• Project / time management skills
• Familiar with MS AD structure and schematic

Last updated : 2024-05-25