Job Description
The ideal candidate for this position will have 5+ years of experience performing hardware and software installations, deployments, and support of end-user systems including desktops, laptops, tablets, and printers/scanners. This position also requires strong interpersonal, communication, and organizational skills.
Responsibilities include:
Aid with providing hardware and software support for end users either in person or using our remote support software. o Updating incidents tracked in our ticketing system and meeting contractual service level agreements.
Collaborate closely with clients supporting their needs while displaying an elevated level of professionalism.
•The position requires the employee to work full-time (40 hours/week) onsite.
•Call and after-hours support on a weekly, rotating schedule.
•Ability to work independently or as part of a team reporting your status daily or weekly as needed.
•Be a productive team member on other IT projects working well under the direction of the other team leads or project managers as well as providing technical aid as requested in support of projects.
·Aid with managing projects as needed. Following documented project management procedures and working closely with other IT resources during the project.
•Ability to learn and support software and be able to build or update any supporting documentation for installation, configuration, and administration.
•Be willing to travel locally to facilities (within a 30-mile radius) to support the hardware and users at that location.
•Perform other duties related to hardware and software desktop support as needed
•Collaborate with vendor support teams during efforts to resolve escalated issues. • This position requires that you are able and willing to lift (team lifts) up to 40 pounds, requires frequent walking to and from client offices, and willingness to move about in a non-office, industrial environment.
•Some materials handling and shipping/receiving may be needed.
Minimum Experience/Education
Required experience and skills:
•5+ years of experience in PC hardware and software support is needed.
•Experience supporting end-users is needed.
•Knowledge and use of an ITIL-based incident management system such as Microsoft Service Manager or ServiceNow is needed.
•Good interpersonal and communication skills are needed.
•Professional appearance and demeanor are needed. The dress is business casual.
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