Job Description: IT Helpdesk Support Specialist (ONSITE)

Job Duties Summary: The successful candidate will be responsible for installation, administration and support of internal company software applications and hardware, troubleshooting computer problems, determining source, and advising on appropriate action, monitoring network connections and supporting technology departments in solving problems. This position will be functionally steered by the corporate IT-Department of Frequentis-Headquarters.

Major Functional Areas and Description of Duties:

Core duties and responsibilities include the following. Other duties may be assigned.

Onsite Support

• Provide on-premises user support for hardware (notebooks, monitors, printer, scanner, network), software and connectivity issues.
• Image and deploy laptops for new hires and hardware refreshes.
• Troubleshoot network connectivity issues.
• Tracking of IT equipment using company’s service ticketing tool ITSM, ensuring fixed asset process for IT equipment is met.
• Tracking of IT service tickets using company’s service ticketing tool ITSM,
• Assist with on-premises physical security system.

2nd Level Support

• Responsible for solving and processing ITSM tickets with technically complex issues that cannot be solved by 1st level support. These tickets range from analyzing login problems, editing settings in the registry, fixing errors in local applications, to analyzing problems on servers and firewalls.
• Support of our 3rd level in assigning authorizations and working on various servers, both under Windows and Linux.
• Administering projects in Jama, Jira, and vCenter.
• Creating software packages for MECM (Microsoft Endpoint Configuration Manager)
• Proactively make suggestions for improvements to our internal processes and the efficient handling of tickets and the optimization of systems.

Qualifications:

• Bachelor’s Degree in an applicable discipline or equivalent
• Preferred knowledge of Linux, Windows Client & Server, SCCM, vCenter, Exchange and other Microsoft products.
• Analytical thinking and a structured approach to quickly isolate errors.
• Excellent customer service and inter-personal communication skills
• You enjoy new technologies regarding scripting languages, networks, firewalls and have a high willingness to learn.
• Ability to learn new skills quickly.
• Problem analysis and solving skills.
• Must be a current US Citizen or US Permanent Resident