Description:
Incident Response
- Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support.
- Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
- Performing remote desktop triage and system repair using remote tools.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
- Special non-commercial systems administrator experience (access management/file transfer) may be required.
Deskside Support
- Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support.
- Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
Equipment Installation & Refresh
- Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support.
Special Projects – only certain locations
- Supporting facets of network installations, which includes the physical placement of CAT5 and fiber optic cable, wall jacks, racks, and communications equipment as required.
- Installing, pulling and terminating cable, determining and implementing required pin outs, cards power supplies, patch panels, etc., testing and documenting installations, dressing and labeling cables, racks, patch panels, etc.
- Supporting projects that include cabling and implementation in accordance with design documents and build-to packages.
All Roles
- Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.
- Maintaining and updating records and tracking databases.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.
- Using best practices and knowledge of internal or external business issues to improve products or services.
- Meeting contractual performance criteria.
- May have supervisory responsibilities.
Basic Qualifications:
- Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
- Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
- Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
- Ability to embrace diverse technical disciplines and excellent customer service skills.
- Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
- Attention to detail, leadership, and collaborative and independent work process.
- Demonstrated problem solving and technical skills to resolve critical IT issues.
- Expertise, training, and actual work experience with customer specific, systems and technologies.
- Must be a self-starter, work independently, and work with a clear and defined mission.
- Must demonstrate ability to thrive and succeed in a challenging environment.
- Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.
- Knowledge of Windows Active Directory.
- Knowledge of multiple desktop programs, configuration and debugging techniques.
- Experience with VoIP.
- Experience with TCP/IP and general networking issues.
- Experience with virus scanning services; Desktop, stand-alone and laptop computing services.
- Experience with servers, printers, and peripheral devices.
- Bachelor's degree and 2-4 years of relevant experience. 4 additional years of experience may be substituted for a degree.