‘-Manage the IT ticketing system workflow and escalation process.
– Assign tickets to the IT Support Specialist as required
– Provide ongoing support and troubleshooting assistance whenever needed through analysis of programs and systems
-Act as after-hours support contact for business-critical issues when assigned
-Performs system analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications
-Design, develops, documents, analysis, creates, tests, or modifies computer systems or programs, including prototypes, based on, and related to user or system design specifications
-Assist with LAN/WAN after hours installation, and maintenance
-Assist during the disaster Recovery plan execution
-Serve as the primary support person in the following areas / technologies:
-Desktop support
-Office 365
-Active DirectoryTeams
-Macrium – computer imaging application
-GoTo Assist / Remote Desktop Services
-Windows 10
-Windows 7Windows Servers 2012 (R2) / 2016
-Kaspersky antivirus (AV system)
-Printers/ Print servers
-Computer Equipment inventory
-CISCO switches
-Identify and resolve production issues
-Maintain and provide detailed support documentation
-Assist in technical projects and ensure they are completed on time, and delivered with high quality
-Provide employee desktop support as required, consult with users to determine hardware, software, or systems functional specifications
-Communicate within business leadership, keeping them up to date with production impacts and status
-Identification, troubleshooting and resolution of desktop support issues
-Monitor the security and environment in the IT Computer room
-Facilitate service and support from service providers and third-party vendors
-Performs other duties as requested or assigned
Requirements
-Degree
-2+ Years in an IT role
-MCSA certified
-Experience with infrastructure and networking technologies
-Excellent oral and written communication skills
-Excellent organizational skills
-Excellent customer service skills
-Ability to work well with employees at all levels
-Ability to maintain a professional demeanor at all times
-Ability to work in a fast-paced working environment