Under the supervision of the Director of IT the Help Desk Support Technician is responsible for supporting the end users, office equipment and peripheral devices. The SupportTechnician will provide general user support of the organization’s computers, phone systems, printers, faxes, scanners, network storage, and related equipment. The position will also administer centralized applications such as Active Directory, DNS, Yardi, Payscan, and assist in departmental projects and other tasks as assigned.
PRIMARY DUTIES AND RESPONSIBILITIES:
Tier-1 operational support of Windows-based infrastructure: Windows 7, 10,Windows Server 2008, 2012.Answer inbound Help Desk Hotline, answer questions, create tickets & troubleshoot issues, route calls/emails/tickets accordingly.Monitoring and maintaining CRM ticket queue.Troubleshoot end user PC, printer, scanner, fax, telephone, shared drives, peripheralIT equipment and software applications.Via phone and remote desktop connection, walk customers through problem solvingprocesses.Remote & local OS/software installationsMaintain Active Directory and administer changes.Maintain a thorough understanding of our national layout of branch office setup and LAN topologies.Configure and install client operating systems, printers, fax machines, telephonesystem applications.Telephony administration & troubleshooting or escalates service requests.Other duties as assigned.
Superb customer service & communication skills. As the initial IT point of contact,exceptional understanding of each issue along with the ability to communicate between technical and non-technical people is a must.Must be able to obtain and process information from technical or non-technical descriptions provided by customers and diagnose, solve, or escalate accordingly.Must be able to multi-task, balance and prioritize multiples issues at multiple locations.Self-motivated. Must be able to work independently with little supervision. Must be able to work independently with little supervision.
Extended availability in response to needs of the customer for installation, maintenance and equipment malfunctions.Travel requirements and expectations:Local Travel 0-20 miles;5%
QUALIFICATIONS:Workstation, laptop, tablet, and mobile device (Android & iOS) expertise is needed to perform the duties of this position.Minimum 3 years experience required with MS Office applications in a Windows XP/7/Server 2008/2012 environment, including desktop computer troubleshooting, and general application and peripheral hardware support.Minimum 2 years experience understanding telephony equipment. Experience with NEC, Vertical, Vuesion and New Voice Media a plus.Working knowledge of basic Microsoft Active Directory environment is required.Knowledge of WDS, WSUS and WBADMIN is a plus.Working knowledge of Yardi and Payscan a plus.Knowledge of Okta and ServiceNow a plus.Knowledge of network protocols, configuration, network shares and printing is required.Experience in Local Area Network/Wide Area Network structure, server systems, Telecommunications and software, are all preferred.Excellent written and verbal communications skills.Professional telephone etiquette is required.