FUNCTIONS
• Manage and route all incoming calls and trouble tickets to appropriate resources.
• Maintain asset tracking and IT inventory.
• Provide onsite and phone-based support for local, remote and traveling users.
• Support O365
• Patch Systems
• Share responsibility for network security including.
• Configure and provide support for remote connectivity.
• Install software
• Troubleshoot hardware and connectivity issues.
• Tracks tickets, tasks, & projects and reports status to IT Director.
• Participate in daily support desk schedule.
• Perform Maintenance on Desktops and servers.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
• Excellent verbal and written communication skills required. • Must have good command of the English language, oral and written.
• Ability to organize and prioritize work and meet deadlines.
• Ability to exercise professional judgment and decision-making.
• Ability to pay attention to details.
• Ability to troubleshoot complex technical issues.
• Ability to provide pleasant and effective customer service.
• Ability to plan project tasks that can be broken into a week’s worth of activity.
• Ability to follow and enforce IT Policy and Procedures.
• Ability to learn new technology and stay up to date.
• Self driven.
QUALIFICATION STANDARDS:
EDUCATION
• Bachelors degree in computer related discipline preferred
• Various certifications as required by deployed technologies
• Willing to consider experience in place of Degree
EXPERIENCE
• Relevant experience with desktop and network support.
• Familiarity with Microsoft desktop and server technologies.
• Familiarity with Microsoft Office Applications
• In depth understanding of TCP/IP protocol
• Understanding of basic IT security concepts
LICENSES OR CERTIFICATES
• Varies with deployed technology
• Microsoft Servers
• Various network technologies
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