DESCRIPTION:
Able to resolve most customer technical issues
Able to deal with escalated issues from other IT Team members
Support new decisions and specialty departments as needed
Provide installation and support of Apple and some PC hardware and software (including peripheral devices such as printers and USB devices)
Be able to receive and respond to incoming calls, and/or e-mails regarding workstation and peripheral performance and use requests
Perform on-site analyze, diagnosis, and resolution of workstation and peripheral problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including remote repair
Adhere to procedures for logging, reporting and monitoring helpdesk requests. Must create a high level of user satisfaction through accurate timely follow up, strong technical skills, good customer communication and relationship building
Familiar with Microsoft Active Directory
Familiar with Microsoft Exchange and Office 365 Administration
Familiar with MDM
Be able to resolve, or work with Senior IT staff to identify and resolve more complex issues
Understand IT Networking, and can follow instructions for on-site changes as needed
Provide support to staff for other technical equipment as needed
REQUIRED SKILLS
Must be fluent in the English language
Knowledge of Microsoft Windows Desktop Operating Systems (Windows 7 and Windows 10)
Knowledge of Mac OS X is desirable
Knowledge of office productivity software such as Microsoft Outlook, Word, Excel, etc.
Knowledge of basic networking and connectivity – DHCP, DNS, Cabling, etc.
Knowledge of Antivirus and Spyware removal techniques
Ability to quickly diagnose and fix problems
Ability to articulate and maintain attention to technical details
Ability to open a computer and replace defective components
The ideal candidate should have strong interpersonal skills and ability to interact favorably with a wide variety of people
Highly self-motivated and with reasoning skills
Desire to learn new skills
Ability to follow through and document issues as well as resolutions
Ability to work in a team-oriented, collaborative environment
Ability to operate in a dynamic, fast-paced environment
Exceptional written, oral and interpersonal communication skills
Exceptional customer service
Must be detail oriented
REQUIRED EXPERIENCE AND QUALIFICATIONS
Minimum Bachelor's degree or its equivalent
3-5 years relevant experiences