RESPONSIBILITIES
- Provide effective first level IT support and information to non-technical customers
- Track all IT incidents and requests within the IT Service Management Platform
- Demonstrate reliable organization, communication, and interpersonal skills
- Meet or exceed established IT Support SLAs and KPIs on IT incidents and requests
- Install, configure, and test hardware and software on new or existing devices, in accordance with standard procedures
- Participate in the maintenance, implementation, and troubleshooting of IT hardware and software
- Assist with new hire onboarding and training as it relates to user IT hardware and software
- Provision accounts and support change requests in core IT software like : Active Directory, Office 365 Admin Center, and Microsoft Azure
- Document daily processes, procedures, and technical issues to build the IT Knowledgebase
- Escalate complex or significant issues to the appropriate IT supervisor or team to assist in providing a solution
- Assist with lifecycle refresh and replacement of IT assets in a secure manner
- Ability to work with limited supervision beyond first 90 days
- Perform other duties as assigned
EDUCATION, EXPERIENCE and SKILLS :
- High School Diploma
- 2+ years of experience within Information Technology
- 2+ years in an IT Support position
- Proactive, strong problem solving, troubleshooting, and analytical skills
- Skilled in time, priority, and task management
- Possess excellent written and verbal communication skills, interpersonal skills to interact with end users and team members
- Background experience in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications
- Basic understanding of TCP / IP networking, computer hardware and peripherals
- Experience with Android and iOS-based cell phones and tablets
- Ability to adhere to defined processes and procedures and suggest improvements
- Experience using Service Desk ticketing systems
- Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment
PREFERRED QUALIFICTIONS :
- 2-year technical degree or higher preferred or equivalent work and education related experience
- ITIL v4 Foundation Certification or equivalent experience
- CompTIA A+ Certification or equivalent experience
- Basic understanding of Microsoft SharePoint
PHYSICAL REQUIREMENTS :
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
- Ability to travel to various divisions and worksites as needed
This is a Full-Time position with benefits. Monday through Friday. 8-hour shift - hours of work may vary according to business needs.
Local travel and occasional long-distance travel may be required. On-call team rotation for outages is a requirement for this position.
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