POSITION SUMMARY:
This position is responsible for providing technical assistance and support to end users with computer systems, hardware, or software issues. Assist Level I Technicians with escalated support issues. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Address and/or support level 1 Technicians with:
KEY RESPONSIBILITIES:
• Install, modify, and repair computer hardware and software.
• Test and repair faulty equipment. Replace component parts of computers and printers.
• Set up and deployment of new desktops, laptops, phones, and printers.
• Train workers in the use of new software and hardware.
• Support audio and video equipment in conference rooms.
• Manage incidents through Help Desk ticketing system.
• Handle escalated issues that level 1 support may not be able to handle.
• Responsible for managing and monitoring applications in support of the Help Desk which include:
• Patching and updating laptops and workstations
• Anti-virus patching and compliance
• Microsoft O365 access and creation of mailboxes and distribution lists
• Work with vendors to research and test new technologies
• Assist Network and Systems Administration
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Maintain computer hardware and software inventories and coordinate asset management tracking.
• Assist in adding, modifying and deleting users on the network.
• Assist with support of the wireless environment for the company-wide network. Support Wi-Fi setups on laptops, RF guns and desktops.
• Assists with supporting VPN users in the company-wide network. Setup and configure VPN on laptops and user accounts.
• Keep current thorough technical journals or manuals, attend vendor seminars on new computer hardware and software.
• Jira (ITSM tool) skillset to include the following:
· Creating and managing:
· Projects (company-managed vs team-managed)
· Custom fields
· Screens and screen schemes
· Issue types and schemes
· Configuring permissions and roles
· Setting up notifications and automation rules
· Using Jira Automation (rule builder)
· Writing logic
· Basic understanding of conditions, triggers, and actions
· Evaluating and installing apps from the Atlassian Marketplace
· Creating dashboards and filters (JQL – Jira Query Language)
· Building reports
· Managing access control to views and functions.
· Designing scalable permission schemes
· Handling compliance and audit needs
The above duties are meant to be representative of the position and not all-inclusive.
MINIMUM JOB REQUIREMENTS:
· Education/Training: High school diploma/GED required, associate degree preferred or equivalent Technical Degree
· Business Experience: 3+ years’ experience in an IT-related position
KNOWLEDGE, SKILLS & ABILITIES:
· Good understanding of computer systems (desktops/laptops), printers, mobile devices and other tech products.
· Strong problem-solving skills and must be detail-oriented, thorough, and organized.
· Demonstrated customer service skills to ensure exceptional customer experience.
· Experience with Anti-Virus solutions, Exchange, LAN environment, and Active Directory.
· Must have technical knowledge and experience with Microsoft O365, Windows Microsoft Office 2013 and 2016
PHYSICAL DEMANDS:
· Ability to sit or stand for long periods of time if necessary.
· Ability to bend, reach and pull as necessary to meet daily demands of the job
· Ability to lift 30 lbs. unassisted.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.