POSITION PURPOSE Provide a brief description as to the primary purpose of this job (no more than three to five sentences). |
Provide support and complex problem resolution to us (and related companies) All Segment clients for computer systems, communications devices, mobile devices, network connections, software applications.These clients are geographically distributed throughout the United States and Canada.
Ensure compliance to Corporate IT standards and policies. |
PRIMARY DUTIES / RESPONSIBILITIES
List essential job functions; describe in terms of actions (verbs) and desired outcomes in order of most important first. |
- Responsible for all walk-up advance support at site area locations
- Troubleshoot and resolve all issues related to computer hardware, operating systems, company-approved applications, and network connectivity. Working with 3rd party vendors as necessary.
- Responsible for all equipment setups re-images & software installs
- Implementing software and hardware updates and upgrades in compliance with the our Network Operations Center guidelines
- Organize and prioritize a regularly changing workload with minimal supervision.
- Assist in the development and maintenance of Support Center documentation as needed in Confluence
- Report any support trends to the IT Operations Manager and Team Lead
- Process all ServiceNow tickets within established SLA’s.
- Research and testing of new technology
- Travel to regional locations for support as needed
- Supervise the Tier 1 Deskside Support Analyst tasks
- Provide Tier 2 level support to the Deskside Analyst and users from the office
- Work with other Deskside staff across all our entities on different IT projects
- Logs all customer questions, requests, and problems and track the issues through to resolution. This includes timely recording of problem symptoms and status information to communicate with and properly utilize senior our technical staff.
- Resolves complex end-user problems using documented procedures and available tools.
- Escalate IT issues and assist with 2nd and 3rd level support, often providing the “eyes and hands”.
- Ensures customer satisfaction by responding to all calls and emails and by providing timely updates to the customer regarding the status of problem resolution
- Builds strong relationships and becomes a trusted solution provider through diligence and technical support excellence.
- Understands and provides superlative customer service; maintains and conveys a positive attitude.
- Provides on-site support for new installations, demobilizations, changes, moves, and repairs.
- Responsible for new computer imaging and end user setup
- Installing networking and server equipment when necessary
- Setting up and configuring new printers when necessary
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QUALIFICATIONS
List the minimum requirements to be considered for this position. |
| Education / Experience / Background |
AA Degree or technical school certificate in an IT-related field preferred.
Four or more years of experience in IT support.
Highly proficient in common computer applications and operating systems especially MS Windows 10, MS Office, and Google Workspace.
Experience installing, maintaining, and troubleshooting computer and communications hardware.
Experience in use of routine and advanced Service Desk tools and techniques (remote assistance, PC Imaging, ticketing and knowledgebase systems).
Experience supporting smart phones, tablets, wireless technologies, networks and operating systems.
Experience with Active Directory, Google Workspace, Imaging, Citrix, Cisco VPN, TCP/IP, ServiceNow or other ticketing system, MDM, Office 365, Ring Central, Zoom, and Remote tools.
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| Knowledge / Skills / Abilities |
Detailed, hands-on knowledge of computer hardware, applications and network technologies; ability to learn new technologies quickly and to effectively retain and apply new knowledge.- Strong customer service and interpersonal skills.
- Strong verbal and written communication skills and interact effectively at all levels within the organization.
- Strong problem-solving skills and inherent decision-making ability in resolving complex issues at the highest technical level; able to take initiative and be assertive to solve problems.
- Ability to organize work in an efficient manner and handle multiple projects/responsibilities at a time.
- Ability to coordinate operations activities in accordance with other information technology functions.
- Works well under stress and time pressures to meet deadlines.
- Self-motivated and ability to work with minimal direct supervision.
-Accuracy and attention to detail. -Ability to work until the job is complete (may be beyond traditional working hours including weekends).Must be able to work occasional evenings and/or weekends for cutovers. -Familiarity with water/waste water treatment is a plus.
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