Responsibilities :
- Understand the fundamentals of how company operates to ensure support levels match expectations.
- Develop expertise in the everyday use of internally developed and commercial software.
- Provide superior quality and service to all company technology users. Respond promptly and courteously. Prioritize requests according to criticality.
Identify timely and accurate solutions to technical issues.
- Provide expert help desk support for all locations (both remote and on-site) for all hardware, software, and ancillary office equipment including video conferencing equipment, projectors, phone systems, printers, scanners, and multi-function devices.
- Provide support for remote access solutions such as VPN and Terminal Services.
- Basic troubleshooting at the network level including WAN and LAN connectivity, routers, firewalls, and security.
- Install, upgrade, configure, troubleshoot, maintain and modify computer system software.
- Provide day-to-day maintenance and support for Microsoft Office including Outlook e-mail, as well as Lotus Notes Domino databases / applications.
- Document all support activities in ticket tracking database.
- Inventory management of technology assets.
- Image workstations and assist in installation of PC hardware and software applications in accordance with company standards.
- Deployment and migration of computers.
- Create and update process documentation.
- Participate in the research, development, and implementation of new technologies.
- Provide technology training to team members as needed.
Qualifications :
- Bachelor’s degree in Computer Science or related degree required.
- CompTIA A+ certification a plus
- 3+ years of experience in a Help Desk, System Admin, or Desktop Support role
- Knowledge of Active Directory administration
- Familiarity with Office 365
- Very strong customer service skills including verbal and written communications; customer-focused with ability to effectively communicate with management, co-workers, and customers.
- Superior time management skills including sense of urgency and proactive approach.
- Excellent analytical and problem solving skills.
- Exceptional organizational skills.
- Self-motivated, results-oriented and accountable.
- Strict adherence to professional ethics.
- Ability to work independently and in a team environment.
- Ability to work on and successfully complete multiple projects at the same time.
- At least three years of relevant technology experience in related technical environment preferred.
- Strong computer aptitude and understanding of IT concepts, operating systems, business applications, printing systems, and network systems.
- Strong PC and software product skills especially Microsoft Windows and Microsoft Office.
- Self-motivated to research resolutions to technical issues independently and with limited guidance
- Drive to research and learn new technologies.
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