Job Description:

JOB PURPOSE
Provide tier 1 support to local and remote users with issues related to computers, phones, applications and networks including problem determination, escalation, tracking and resolution. Perform IT onboarding and offboarding duties including account management, pc and phone setup according to existing documentation and procedures. You will be imaging, configuring and shipping PCs to remote associates and working with them to switch to their new computer. Decommission old PCs upon return.

ESSENTIAL FUNCTIONS

1. Follow documentation and checklist to perform tasks reliably and consistently.


2. Provide support for all hardware, software and telephone users.


3. Apply working knowledge of Google Workspace, Windows 10, laptop and printer hardware, mobile devices, Okta, and end-user network administration (password resets, permissions, restarting services, wireless access).


4. Responsible for on and offboarding users (AD, email, SSO, Phone and VPN account creation/deletion)


5. Responsible for installing/deploying software on endpoints


6. Responsible for receiving inventory of hardware and tracking it in documentation


7. Responsible for deploying PCs and following build sheet checklists


8. Responsible for watching the helpdesk queue and email for new incidents and creating and closing tickets when appropriate and escalating when not your responsibility


9. Effectively communicate technical information to non-technical audiences.


10. Take responsibility for your own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery.


11. Coordinate activities with other team members.


12. Manage mobile device setup and assignments.


13. Other duties as assigned.

EDUCATION & EXPERIENCE

1. Industry certification such as CompTIA A+ preferred


2. 1-2 years of working experience with installation, configuration, and troubleshooting of personal computer hardware, software, and peripherals


3. Strong knowledge of Windows 10, Android, and iOS operating systems


4. Exceptional customer service skills


5. Exceptional written and verbal communications skills

COMPETENCIES

1. Must have excellent reading comprehension


2. Must be able to determine priority of issues when there are several to work on at once


3. Must be an excellent troubleshooter


4. Must be able to follow existing documentation reliably and consistently


5. Must be able to create documentation for others to follow


6. Ability to resolve many issues without escalation to other staff and can discern when to ask advice and/or escalate.

PHYSICAL & MENTAL REQUIREMENTS

Physical

1. Most tasks are performed indoors. Temperature is moderate.


2. Must be able to lift and carry 50 lbs


3. Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day-to-day and task-to-task.


4. Requires dexterity to use and operate all necessary equipment.


5. Position includes regular travel to and from locations and may include vehicle or air travel.


6. Ability to spend extended lengths of time viewing a computer screen.


7. Requires normal range of hearing and vision.

Mental

1. Ability to deal with a variety of emotions and frustration in making business decisions. Emotional stability and personal maturity are important attributes in this position.


2. Ability to analyze complex information with many variables to choose the most effective course of action for the organization at any given point.


3. Ability to resolve problems, handle conflict, and make effective decisions under pressure.

Must be able to communicate providing verbal feedback in a professional manner.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

IT Support Services

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