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Job Description:
- Provides enhanced end-user computing support. Performs analytical, technical, and administrative work in planning, installing and supporting new and existing computer equipment and business critical software under moderate supervision.
- Resolves more complex issues.
- Consults with end users to determine optimal configuration of equipment and applications.
- Rapidly installs new hardware, software, and maintains existing hardware.
- Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
- Uses and applies basic technical principles, concepts and techniques.
- Typically, 3-5 years of IT experience.
- Strong customer service skills in various client-interfacing technical support roles.
- Strong Desktop and Application support skills.
- Strong support skills with Windows 10 and MS Office 365.
- Proficient experience with Level-2 Incident Resolution. Proficiently resolves technical problems of diverse scope where analysis of data requires evaluation of identifiable factors. Ability to troubleshoot network connectivity issues.
- Rapidly completes Service Requests to install new hardware, software and maintain existing hardware. Ability to efficiently prioritize and complete multiple tasks with minimal supervision.
- Contributes to meet team deliverables on time and effectively contribute in project workstreams. Provides off hour support as needed. Excellent communication, presentation and organizational skills.
- First-call incident resolution through phone and remote support.
- Experience with supporting Windows 10 and MS Office 2013 products.
- Familiar with Active Directory and Group Policies, Windows NTFS permissions and Network Printers.
- Ability to troubleshoot application install issues.
- Familiar with using Incident, Service Request and Software Deployment management tools.