Helpdesk/Desktop Level I/II Technician

 

 
Position Type: Full-time with Benefits
Schedule: Monday – Friday 8:30AM – 5:30PM  
Location: Iselin, New Jersey (NY trips when needed)
 Compensation: Please provide compensation requirements.
 
American Info Systems, LLC (AIS) is a full-service technology firm specializing in the strategic planning, execution and support of information technology for Enterprise & Small to Midsized businesses. AIS provides effective and efficient solutions for financial medical and legal practices requiring strategic solutions for today's marketplace.  
 
OVERVIEW:

The Helpdesk/Desktop Level I/II Technician will be responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implement solutions. This individual will be responsible for responding to End User requests and issues remotely but may require emergency dispatch.  
Junior Cloud Engineering/System Administration experience working with Azure and Office 365 is essential in this role.
 
Desktop Level I/II Technician Job Function:

•    Normal Scheduled Days/Hours: Monday-Friday 8:30AM - 5:30PM. Over time may be required to ensure completion of a ticket
•    Over-time will be paid after 40 hours worked per week
•    Support End Client environment as well as AIS Office Personnel
•    Promote a professional IT image at all times
•    Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
o    Respond to queries either in over the phone.
o    Logging all help desk calls or email requests into Problem Reporting System and updating problem profiles
o    Follow up with customers to ensure issue has been resolved
o    If problems within the scope of this agreement cannot be resolved by the Desktop Technician, they will be escalated to the Engineering staff (others) for resolution
•    Documentation and Training
o    Write training material both technical and end user documentation as required
o    Train computer users
o    Promoting effective use of technology
•    Problem Solving
o    Respond to email messages for customers seeking help
o    Ask questions to determine nature of problem
o    Remote into End User Workstations for problem resolution
o    Investigating causes, testing solutions and putting solutions into place
o    Run diagnostic programs to resolve problems
o    Supporting issues with Microsoft Office & Windows
o    Supporting issues with Remote Access
o    Resolve technical problems with Local Area Networks (LAN)
o    Complete requests for password resets, user login issues, etc.
•    Maintenance
o    Maintain daily performance of computer systems.
o    Install, modify, and repair computer hardware and software.
o    Clean up computers.
o    Patching systems and software
•    Trend Analysis
o    Watching for trends that indicate potential problems
o    Working to eliminate recurring problems
•    Resolve technical problems with Wide Area Networks (WAN), Firewalls, VPNs and other network systems (associated with industry standard Desktop Technician skill-set and does not include System Administrator experience/knowledge base)
•    Monitors and maintains current inventory levels
•    Processes purchasing orders as required; tracks orders and investigates problems.
•    Records purchases, maintains database, performs physical count of inventory, and reconciles actual stock count to computer-generated reports.