The IT Support and Services Technician is responsible for the delivery of end user support on a variety of technical issues. This position will identify, research, and resolve infrastructure and client IT issues and requests, while focusing on improving the systems and processes already in place. This position will respond to request tickets, emails, and phone calls for technical support and track and document problems and requests ensuring resolution within given SLA. The IT Support and Services Technician must have knowledge of commonly used IT concepts and practices and have the ability to handle requests related to software, hardware, network connectivity, infrastructure, security, and user-management in a Microsoft environment.
Roles and Responsabilities
Candidate must possess ability to support a diverse and international group of users with a strong focus on customer and vendor needs. The candidate must have the ability to adapt to a changing environment and handle multiple priorities.
Thoroughness in completing tasks is imperative. Other than standard guidelines, procedures and assignments, little direction may be given.
Understand and reproduce technical issues to properly diagnose and implement solutionsDocument supported system and application procedures and processesParticipate in project work as neededInstallation and support of networking equipment
Bachelor’s degree or equivalent as well as 5 -10 years’ experience in Information Technology
Demonstrated expertise in the use of, configuring, and support of Windows operating systems (7/10), standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server OS, Active Directory, Exchange/Outlook, Skype for Business, Secure ID, RDP, GPO, TCP/IP and Polycom telepresence products.
System administration and PowerShell experience is a plus
Ability to analyze technical problems with excellent interpersonal and customer service skills.
Outgoing and engaging personality is necessary.
Ability to lift, move, and/or carry up to 50 pounds
Domestic travel required (4-6 times per year)