The Support Technician will play a key role in providing Tier 1 & 2 support for enterprise technology infrastructure, including workstations, basic network and telephony systems, remote users, etc. This individual will effectively interface with staff and/or third parties to understand and diagnose issues; and follow best practices to isolate and effectively resolve them. This individual will work with a team of technicians to solve problems creatively and timely, with the ability to escalate is... more details
Desktop Support Technician Pay Range: $25/hour to $30/hour
Job Summary: The Support Technician will play a key role in providing Tier 1 & 2 support for enterprise technology infrastructure, including workstations, basic network and telephony systems, remote users, etc.
This individual will effectively interface with staff and/or third parties to understand and diagnose issues; and follow best practices to isolate and effectively resolve them. This individual will work with a team of technicians to solve problems creatively and timely, with the ability to escalate issues to senior technical staff as needed.
This job will have the following responsibilities:
Provide technical support for all levels of staff and end-users.
Interact with users via phone, e-mail, and IM/chat in the effort to resolve issues in the most efficient manner.
Work within a centralized ticketing system to respond to users and document pathways to resolution.
Provide support for PC users, including office and remote employees.
Monitor and prioritize incidents and tickets.
Escalate and/or work in tandem with appropriate people from within and outside the organization on unresolved issues.
Utilize/mobilize all third-party/partner technical resources to solve problems where necessary.
Maintain call records, notes and logs; and record resolution details.
Install and configure workstation, telephony, video, and mobile hardware/software as required.
Maintain hardware and software inventory.
Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution.
POSITION REQUIREMENTS:
Excellent communication, documentation, and customer service skills.
Ability to work effectively both individually and as part of a team.
1+ years of experience providing IT support, including Windows Server maintenance.
Advanced competency in Microsoft applications including Word, Excel, and Outlook.
Basic understanding of Windows Servers, including Active Directory.
Knowledge of VPN and Citrix will be considered a plus
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