ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

 

• Installs and configures PC hardware and software as required.
• Assists in troubleshooting infrastructure equipment.
• Demonstrates advanced knowledge of Windows OS, PC hardware and software, and printers.
• Demonstrate advanced knowledge of iOS and Android, and computer networking systems.
• Demonstrate advanced knowledge of PowerShell scripting.
• Demonstrate knowledge of networking systems.
• Demonstrate knowledge of Azure Active Directory (AAD).
• Demonstrate advanced knowledge of Microsoft O365.
• Demonstrate knowledge of Enterprise Resource Planning (ERP) applications (i.e. Paradigm/Frontier/D365/etc.).
• Demonstrate knowledge of Windows Server OS.
• Demonstrate knowledge of VMWare.
• Demonstrate knowledge of telephony systems (i.e. Cisco WebEx)
• Receive escalated support calls and become the owner of specific request until completed. Once a call is received the information must be properly recorded within the ITSM tool and a response communicated to the user in a timely manner. Provide updates, status, and completion information to team lead/manager, ITSM tool, and/or users, via voice mail, or e-mail.
• Answer, gather required and pertinent information, include troubleshooting steps (if not able to resolve/fulfill) and properly route incoming inquiries (phone/email/walk ups) to appropriate assignment groups.
• Maintain and fulfill assigned tickets within agreed upon SLAs.
• Properly escalate assigned ticket as necessary.
• Create and administer network and system accounts as needed.
• Keep personal work area clean and organized.
• Wear proper PPE where required.
• Completes management assigned special projects with little or no supervision and within the designated deadline.
• Order hardware as needed.
• Other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

None

 

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

EDUCATION and/or EXPERIENCE

College degree recommended, but not required.

5-8 years of experience in a computer related field required.

 

LANGUAGE / COMMUNICATION SKILLS

• English required.
• Spanish preferred.

MATHEMATICAL SKILLS

None

 

CERTIFICATES, LICENSES, REGISTRATIONS

2 IT Certifications (i.e. CCNA, Azure Developer Associate) required.

Other relevant technical certifications preferred.

PHYSICAL DEMANDS / WORK ENVIRONMENT   

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL REQUIREMENTS

Ability to travel occasionally domestically

Occasional: Activity exists less than 1/3 of the time.

Frequent: Activity exists 1/3 and 2/3 of the time.

 

 

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