Include the following. Other related duties may be assigned.
Provide installation, and maintenance of network node desktop platforms. Requires familiarity with major off the shelf application products ( Windows 10 OS and above, MS Office 365 Suite).
Perform Active Directory Administration: Create New user accounts , Create distribution/Email and Security groups.
Familiar with Azure, Intune MDM, MFA, and Autopilot Hybrid joined devices
Basic understanding of AD administration.
Participate in weekly Operations meeting.
Conduct problem analysis, resolution and tracking of user problems including follow through escalation procedures.
Assist with development and execute on enterprise workstation imaging/deployment.
Hands-on knowledge with PCs, laptops and) and is a plus, printers methodology.
Conduct problem analysis, resolution and tracking of user problems including follow through escalation procedures.
Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Provide accurate information on IT products or services to clients. Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures.
Assist in training users and documenting procedures.
Perform limited administrative functions: Office 365 Administration and Asset tracking.
Communicates and coordinates network schedule, backups, and downtime to users. Prepares and maintains documentation of network configurations and cabling layouts.
Provide single point of contact for client's PC/LAN desktop needs, coordinate with other support groups, perform project management.
Evaluates local area network hardware and software requirements and capabilities and makes recommendations.
Coordinates installation of hardware and software by others.
Desktop support and general configuration of software. Network support and general configuration.
Create new employee accounts, update group memberships, edit email distribution groups and assign and edit users in the appropriate organizational unit (OU).
Provide staff and clients with desktop support and general PC maintenance. Ensure that all internal IT Service Desk requests are actioned.
Technical troubleshooting, including Tier 2 support and root cause analysis of end user environment Evaluates local area network hardware and software requirements and capabilities and makes recommendations.
Coordinates installation of hardware and software by others.
Bachelor's Degree and three (3) years of related experience or an equivalent combination of education and experience.
PREFERRED EDUCATION, KNOWLEDGE, SKILLS AND ABILITIES:
Have a basic understanding of Incident, Problem and Change Management.
Bachelor's Degree from a four-year accredited college or university with a degree in Computer Science or Information Systems.
Technical experience to a team of IT Engineers and support analysts.
Excellent oral/written communication and listening skills; Exceptional interpersonal skills including teamwork, facilitation and consensus building
Basic understanding of Active Directory administration (proficiency with setting up accounts, assigning rights.
Basic understanding of network topologies (ethernet,)and network protocols (TCP/IP, IPX/SPX, Netbios)
Strong interpersonal skills to perform client focus services.
PC/network management experience in a Microsoft network environment or equivalent combination of education and experience.
Good oral and written skills for client interaction and presentations, ability to set priorities and multi- task, project management skills, and must be able to work in a team environment.
Windows 10 OS , and above, Supporting and Troubleshooting Windows 10, MS Office 365 , proficiency with Outlook, Excel, Power Point , MS Word , MS Teams Basic understanding of Remote Access software such as Horizon View/ VMware, Bomgar. Proficiency in Service Desk.
Ticketing software such as Service Now a plus.
Have strong interpersonal skills to perform client focused services.
PC/network management experience in a Microsoft network environment or equivalent combination of education and experience.
Need to have good oral and written skills for client interaction and presentations, ability to set priorities and multitask.
Project management skills are a must and must be able to work in a team environment.
Windows 10, MS Office 365 Suite and VMWare (software delivery – through a Horizon Client).
Hands-on knowledge with PCs, laptops and printers.
PHYSICAL DEMANDS AND 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.
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to stand, walk, and talk or hear. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.
Work may include lifting and moving computer equipment, typically under 50 pounds in weight.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
LANGUAGE SKILLS, MATHEMATICAL SKILLS AND REASONING ABILITY:
Need to have good oral and written skills for client interaction and presentations, ability to set priorities and multi-task, project management skills are a must, must be able to work in a team environment.
The ability to communication effectively with the most sensitive and non-technical computer user.
Ability to establish a rapport with employees, interpret their questions and respond in a manner to help them gain the understanding and the ability to use the software.
The ability to write effective training materials in a timely manner to meet needs as they arise.
Ability to apply basic math and algebra.
Ability to define problems, collect data, establish facts and draw valid logical conclusions.
Ability to read computer software technical manuals and develop this information into training materials for the non-technical users.