Provides high quality and responsive Tier III and IV support services to the company's end-users. Provides consultative support and expert advice to ensure functional, reliable and cost-effective use of IT assets by end-users in a Windows environment. Utilizes in-depth knowledge and basic knowledge of related disciplines to solve more complex issues and takes a new perspective on existing solutions. Typically, works independently and receives minimal guidance.
ESSENTIAL DUTIES & RESPONSIBILITIES
Provides guidance, assistance, coordination and follow-up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company
Acts as an escalation point for advanced or difficult help requests to IT
Records, tracks and documents the service desk request problem-solving process
Performs hands-on fixes at the desktop/laptop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Applies diagnostic utilities to aid in troubleshooting
Creates Windows Installer Packages (MSIs) using the applicable tools
Repackages software using the applicable tools
Creates scripts to silently install and customize applications using applicable tools Software distribution experience using Microsoft System Center Configuration Manager (SCCM) or Altiris.
Bachelor's degree in Computer Science or related technical area or relevant, equivalent experience and/or education.
Minimum Experience is as follows:
Associate II: Minimum of six (6) years of experience in IT or equivalent area
Intermediate: Minimum of eight (8) years of experience in IT or equivalent area
Knowledge of information technology and IT products and services including general electronic office equipment (printers, copiers, phones, etc)
Possesses a strong work ethic, coupled with a sense of responsibility and a "do what it takes to get the job done" attitude
Experience with Windows Client Operating System
Experience with an IT related ticket system
Experience with Office Products
Experience and understanding of Transmission Control Protocol/Internet protocol (TCP/IP), Domain Name Server (DNS) and Dynamic Host Configuration Protocol (DHCP)
Possesses excellent organization skills, strong customer services skills and the ability to work on multiple tasks simultaneously
Possesses ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and leadership levels
Applicants must be authorized to work in the United States for any employer. ITC does not sponsor employment visas, such as H-1B or TN visas.
