IT Support Engineer I

You will be part of Cook & Boardman’s IT Services team, which is on a mission to deliver an exceptional technology experience to all company associates.

Our team focuses on delivering excellent customer service and being there for our coworkers when they need us most. You will use your technical knowledge and critical thinking skills to solve IT issues varying in complexity.

You will help triage support requests and work on those requests while providing exceptional service along with maintenance tasks, site visits, and other assigned tasks.

Our job is to ensure all IT Systems perform as expected, from Desktop to Server, so our coworkers can accomplish business tasks effectively.

Essential Functions

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• Effectively prioritize and manage ticket requests via a ticketing system
• Document all progress for each support request or project assigned
• Ability to document routine resolutions and identify trends
• Participate in strategic and continuous improvement projects related to Information Technology
• Perform tasks during the weekly maintenance window(s)
• Assist with recurring tasks related to day-to-day operations of all IT Systems
• Effectively execute outlined procedures for high priority tickets or escalation where appropriate
• Visit branch locations to provide onsite IT Support as needed
• Provide exceptional customer service to colleagues via phone, email, and in-person

Minimum Qualifications

• At least 2 years of help desk experience providing remote support to end users via phone, email, and remote-controlled sessions.
• Experience using a ticketing system
• Experience managing accounts and groups in Microsoft Active Directory
• Experience supporting Windows 10 and 11 Professional
• Experience supporting the O365 office suite
• Experience administering end user mailboxes, distribution lists, and other aspects of the O365 admin center
• Demonstrated ability to troubleshoot endpoints, printers, and mobile devices
• Demonstrated ability to troubleshoot basic LAN network issues
• Fundamental understanding of the OSI Model
• Fundamental understanding of routers, switches, and firewalls
• Ability to travel to other Cook and Boardman locations as identified by Service Desk Manager

The following qualifications are preferred but not mandatory :

• Working within a multi-location environment using MPLS or BOVPN technologies
• Associate degree in IT-related discipline
• CompTIA A+, Network+, or equivalent Microsoft certifications
• Experience supporting a terminal server environment
• Experience with Microsoft Windows Server (2012 R2, 2016, 2019)
• Fundamental knowledge of Azure and Azure WVD

Knowledge, Skills and Abilities

• Must have excellent communication skills
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Great attention to detail required
• Ability to work as part of a team and provide exceptional customer service
• Follow-through and persistence are essential.

Physical Demands

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand;

walk; use hand to finger, handle or feel; and reach with hands and arms.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Other conditions may include proximity to forklifts or other heavy machinery and using various tools and hardware.

EOE Minorities / Females / Disability / Veterans; VEVRAA Federal Contractor

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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