Description

Salary Range: $24.81 - $34.74 per hour

Job Summary

This position is responsible for handling support calls and tickets, troubleshooting computer hardware issues, supporting desktop operating systems and various applications and issues, additionally they will create training documents and provide IT training to staff.

Duties & Responsibilities

• Manage IT tickets through their lifecycle including identifying the direct and root causes and resolving the problem directly or escalating the problem to the developer teams.
• Discover problems proactively through proactive monitoring, reporting and analysis.
• Troubleshoot, resolve, and escalate service tickets as needed.
• IT Support relating to complex technical issues involving Microsoft's core business applications and operating systems.
• Provide remote technical assistance and support for incoming service tickets via emails and calls for issues related to computer hardware, software, and SaaS applications.
• Advocate on behalf of Staff by identifying trends, conducting problem analysis, and gathering feedback for process and system improvements.
• Create, publish, and update knowledge base articles.
• Assist in establishing and maintaining process and technical documents.
• Provide periodic training for new hires and refresher training for existing staff in respective area of expertise.
• Participate and/or lead special projects as assigned.
• End user support of mobile devices.
• Work with the team to ensure tickets assigned are responded to in a timely manner.
• Participate in project meetings and technical work sessions with co-workers and customers.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or scheduled maintenance outages.
• Configure and maintain IT Service Desk Software.
• Ability to work on multiple priorities and/or projects simultaneously.
• The ability to complete training classes, personal study, and certification exams as assigned.
• Continuing education by staying abreast of the latest relevant hardware, software and network patches, upgrades, and advances.
• Maintain inventory and document systems configurations, installation procedures, equipment location.
• Other duties and projects as assigned by the IT Helpdesk Supervisor.
• Other duties as assigned

Qualifications

Knowledge/Skills/Abilities

Required:

• Proficiency with Microsoft Windows as they apply to standalone computers and LANs.
• Advanced knowledge of Microsoft Windows Server editions, including Active Directory, Azure.
• Clear and concise writing skills.
• Future needs analysis and resource allocation skills.
• Proficient in all Microsoft applications.
• Great troubleshooting skills.
• Great customer service skills. 

Education & Experience

• Three (3) years of education and/or experience with IT Service Desk
• Bachelors’ degree, or equivalent work experience.
• Experience providing remote support via telephone, or remote desktop technology.
• 3 - 4 years’ experience with Microsoft Windows 10.
• 3 - 4 years’ experience with Microsoft Office.
• 3 - 4 years’ experience with setting up, configuring & troubleshooting PC & laptop hardware and peripherals.
• 3 - 4 years’ experience troubleshooting printers.
• 2 years’ experience with Active Directory / Azure.
• 2 years’ experience of Microsoft 365.
• Troubleshooting experience of network connectivity: WAN and LAN.
• Troubleshooting experience of remote access solution: VPN and Terminal Services.
• Excellent written and verbal communication skills.
• Strong computer skills and the ability to effectively communicate through e-mail.
• Experience in providing training to end users.