• IT Help Desk support (On rotating basis with some after-hours coverage)
• Answer help desk phone calls
• Route help desk tickets to appropriate technicians or support groups
• Provide on the spot troubleshooting as time allows
• Provide walk up support
• Provide local support for the following systems (installation, upgrades, troubleshooting):
• PC/Laptop Hardware and Software
• Network Peripherals, Printers, Copiers
• Telephone System
• Enterprise/Business Applications
• Mobile devices
• Audio/Visual
• Maintain loaner laptops
• Hardware procurement, inventory, disposal support
• Account Management advanced support

Qualifications

• To perform this job successfully, an individual must be able to perform essential duties 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 essential functions.
• Windows 10 & 11 experience
• Microsoft Office 365 experience
• Working knowledge of Laptop/Desktop/Printer Hardware
• General Networking and Wireless skills
• PC/Laptop build and Imaging experience
• Active Directory and Microsoft Exchange/O365 experience
• Desktop support tools working knowledge
• Anti-Virus, Malware, Spam and other security remediation experience
• Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed
• Ability to be an active participant and contributor on a professional IT Support Team
• Exceptional communication skills, telephone support skills, and interpersonal skills with a customer service focus
• Ability to plan/organize time and workload
• Ability to prioritize and escalate based on problem/issue severity
• Ability to follow standard process/procedures
• IT service management system experience required (ServiceNow experience a plus)
• MacOS experience desired
• Documentation and Knowledge base experience desired
• Ability to work assignments that are moderately complex in nature where judgement is required in resolving problems and making routine recommendations
• Mid-level position, all relevant experience considered, PC support experience required

If you are not interested in looking at new opportunities at this time I fully understand. I would in that case be appreciative of any referrals you could provide from your network of friends and colleagues in the industry. We do offer a referral bonus that I’d be happy to extend to you if they turn out to be a great fit for my client.

Thank you for your time and for your consideration. I look forward to hearing from you.

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