Responsibilities and Duties:
- Escalation Point: Serve as the primary point of contact for complex technical issues.
- Advanced Troubleshooting: Diagnose and resolve intricate hardware, software, network, and operating system problems.
- System Support & Maintenance: Assist with software installations, system upgrades, configurations, and maintaining security protocols.
- Knowledge Management: Create and maintain a knowledge base of solutions for technical problems and update documentation for service delivery.
- Mentoring & Training: Provide guidance, coaching, and training to support staff.
- Vendor Coordination: Act as a liaison with vendors for warranty repairs and other technical needs.
- Project Involvement: Participate in IT projects, such as operating system deployments or new software rollouts.
- Communication: Keep users and other IT teams informed about ticket progress, potential outages, and implemented solutions.
Job Requirements:
- Technical Knowledge: Deep understanding of operating systems (Windows, macOS), networking, enterprise applications, and remote support tools.
- Problem-Solving: Advanced analytical and problem-solving skills to approach complex issues logically and effectively.
- Customer Service: Strong customer service skills to interact professionally and efficiently with users, providing clear guidance and support.
- Communication: Excellent written and verbal communication skills for effective interaction with users and colleagues at all levels.
- Organization: Strong organizational skills to manage work logs, assets, and multiple tasks efficiently.
- Continuous Learning: A commitment to staying updated on emerging technologies to remain effective.
- Relevant Certifications: Certifications like CompTIA A+ (https://www.google.com/search?safe=active&rlz=1C1CHZN_enUS1044US1044&cs=1&sca_esv=9d5cec95e536de49&q=CompTIA+A%2B&sa=X&ved=2ahUKEwj5hLWA7oCQAxUSGFkFHTyADBgQxccNegQIWxAB&mstk=AUtExfBxgjQn2_J-ITIqIC6Ux7k4-LfP1so6ljktr0d2L8ZUmjjDQkLsew0XpVrrfhrAHIC7mksX5812QHDkWhouY9bTYaAGrdkFR97iw8xuniHxm7TcRh2ygzJPMb8BXka_4U1WMc5h3qeJjmRAglAL9KSKUjDbZp59EDtLTYJD0o1TCI&csui=3), Network+ (https://www.google.com/search?safe=active&rlz=1C1CHZN_enUS1044US1044&cs=1&sca_esv=9d5cec95e536de49&q=Network%2B&sa=X&ved=2ahUKEwj5hLWA7oCQAxUSGFkFHTyADBgQxccNegQIWxAC&mstk=AUtExfBxgjQn2_J-ITIqIC6Ux7k4-LfP1so6ljktr0d2L8ZUmjjDQkLsew0XpVrrfhrAHIC7mksX5812QHDkWhouY9bTYaAGrdkFR97iw8xuniHxm7TcRh2ygzJPMb8BXka_4U1WMc5h3qeJjmRAglAL9KSKUjDbZp59EDtLTYJD0o1TCI&csui=3), or Microsoft Certified Solutions Associate (MCSA) (https://www.google.com/search?safe=active&rlz=1C1CHZN_enUS1044US1044&cs=1&sca_esv=9d5cec95e536de49&q=Microsoft+Certified+Solutions+Associate+%28MCSA%29&sa=X&ved=2ahUKEwj5hLWA7oCQAxUSGFkFHTyADBgQxccNegQIWxAD&mstk=AUtExfBxgjQn2_J-ITIqIC6Ux7k4-LfP1so6ljktr0d2L8ZUmjjDQkLsew0XpVrrfhrAHIC7mksX5812QHDkWhouY9bTYaAGrdkFR97iw8xuniHxm7TcRh2ygzJPMb8BXka_4U1WMc5h3qeJjmRAglAL9KSKUjDbZp59EDtLTYJD0o1TCI&csui=3) can demonstrate expertise.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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