Duties/Responsibilities:
• Log, process, and prioritize help desk issues
• Diagnose, troubleshoot, research, and solve hardware, software, and telecommunication issues.
• Provide exceptional customer service in person, via phone, and email.
• Offer technical assistance on the delivery, configuration, set up, maintenance, and
troubleshooting of computer systems, hardware and software.
• Train end users and write instructions/documentation as necessary
• New user onboarding and terminated user offboarding
• Repairing/replacing damaged and outdated hardware and mobile devices.
• Installing software updates and patches.
• Coordinate with vendors as needed to assist with support activities.
• Mobile device management using MDM tools.
• Occasional travel to remote offices
• Follow up with users to ensure full resolution of issues.
Required Skills/Abilities:
• Support a variety of users with divergent needs and skill levels
• Ability to work independently, as part of a project team, or collaboratively to make necessary
decisions and respond to emergencies effectively
• Communicate technical and complex information in verbal and written form.
• Identify trends and make suggestions for technical modifications to resolve existing and future problems.
Education/Qualifications:
• Associate’s degree in computer-related discipline; bachelor's degree preferred
• One to five years’ experience in an end-user facing role in a trouble shooting capacity
• Experience supporting remote users distributed over several locations (preferred)
• Windows 11, Widows 10, Microsoft Office 65, Autodesk, web conferencing, copiers/MFP printers
• iPhones, iPads, MDM device management, cellular modems and hotspots
• Basic TCP/IP networking skills (DHCP, DNS, VPNs), Unifi access points, Meraki security appliances
Physical Requirements (examples include:)
• Prolonged periods of sitting while working at a computer station
• Frequent use of a computer, keyboard, mouse, and telephone
• Frequent standing, walking, bending, stooping, kneeling, and reaching to install, troubleshoot, or maintain computer equipment.
• Lifting and moving computing hardware weighing up to 40 pounds
This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Responsibilities and duties may be subject to change based on organizational needs and priorities
