Associate Regional IT Svc Engineer

Description: JOB SUMMARY

• The job family responsibilities are devoted to all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance.
• Must be knowledgeable in all aspects of computer support; diligent and analytical; they also must possess
• outstanding communication skills.
• Responsible for the effective provisioning, configuration, operation and maintenance of end-user equipment, including laptops, desktops, phones, mobile devices, audio/visual equipment and assorted peripherals.
• Main duty is to aid users with IT needs.
• This may be with hardware, such as computers, printers, scanners or handheld devices or it may be with software programs.
• Including handling how computers are networked WAN/LAN/VPN; printing, both locally and on the network; and auxiliary devices such as tablets and smartphones.
• Will generally track all instances of support by creating IT tickets using ticket-tracking software.
• Maintain service level agreements across all IT support areas and Business Areas.
• Often deals directly with the customer, offering consultations, training, solutions, and guidance.
• Exceptional customer service skills are vital.
• Must be professional while providing support to GuideWell entities in different geographical locations, which may support the general public in customer interfacing facilities.
• Participate in on-call rotation for after-hours emergency support.
• May support and participate in Disaster Recovery initiatives.

Essential Functions
" The essential functions listed represent the major duties of this role, additional duties may be assigned.
" Handle standard/routine and escalated/complex systems administration tickets and tasks according to
documented procedures. (Security, Provisioning, Availability, Special Projects)
" Communication with customers as required: keeping them informed of incident progress, notifying them of
impending changes or scheduled outages.
" Ensure accurate asset management and tracking of IT assets according to company protocols; ensuring the most
prudent and efficient use of IT assets. Responsible for annual technology refresh of desktops, laptops and any
other necessary IT assets.
" Serves as the single point of contact and IT liaison for: monitoring systems, performing maintenance,
troubleshooting, and provisioning of hardware.
" Performs installation, monitoring, testing, configuration, migration, maintenance and troubleshooting of assigned
technology
" Support planned and unplanned IT infrastructure and network changes and outages as required. 1
" Collaborates with IT and business area partners on work groups and initiatives

Required Work Experience

• 1+ years related work experience - Professional experience in a related information technology field

Required Education

• High school diploma or GED

Additional Required Qualifications:
"Technology related experience with computer operations
"Manage multiple tasks in a fast-paced changing environment
"Excellent verbal and written communication and effectively interact with all levels of management
"Travel as needed as needed to retail centers within the region
"Exerting up to 50 pounds of force occasionally to move objects.