Position Summary:
Serve as first line helpdesk and network support on computer software applications and platforms and computer/phone hardware. Perform service restoration, troubleshoot problems and work to resolve daily operations issues in a complex, distributed computing environment. Responsible for all onsite components standard within a Windows PC environment (networking, imaging, application management). There are two levels for this position: Junior and Senior. Senior will be required to handle complex issues with minimal oversight.
What you will do in this role:
• Provide friendly and helpful customer service as a Tier 1 level of helpdesk support to internal users requiring telephone support, remote support, or onsite support for corporate applications, IT hardware, end-user printing, connectivity, and other general helpdesk functions. • Perform troubleshooting through diagnostic techniques and pertinent questions • Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the helpdesk • Direct unresolved issues to the next level of support personnel • Using the Ticketing System, log details of work performed, time, and resolution steps, immediately after each intervention • Follow up with users to ensure full resolution of issues • Deploy, install and manage computers and other devices in accordance with corporate standards • Play a strategic role in the on-boarding program, ensure that users are up and running as soon as they join the team. • Assist with monitoring and maintaining inventory of all hardware and software in use by the company • Other related duties as required
Requirements:
Previous experience as an IT Help Desk Technician or Field Technician A strong working knowledge of computer systems, hardware and software Basic understanding of networking principals Ability to diagnose and resolve technical issues Excellent communication and interpersonal skills Professional demeanor at all times Demonstrated organizational ability and follow-through Ability to work within a team setting while demonstrating self-sufficiency and independence Ability to work in a fast paced, dynamic environment Interest in learning new technologies and keeping current with those used in the environment supported
Great if you have:
• Experience with Active Directory and Office 365 • Related certifications (ie. CompTIA A+, Microsoft) • Related Post-Secondary Education or College degree
What we look for in a candidate:
Associates Degree or higher; IT related is preferred OR equipment experience 1-3 years of experience (Senior level role requires 3+ years) Proficiency or knowledge of Microsoft Office Suite Sharp problem-solving skills utilizing cognitive thinking and intuition for diverse client base Ability to work well under pressure, prioritize, and meet established goals in a timely manner Strong written and verbal communication, time management, and record keeping skills Customer service orientation
Almo is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.