_JOB RESPONSIBILITIES:_Research, analyze, diagnose, and resolve issues with customer systems including computer hardware & software, peripheral equipment, and networks using documented processes where available and best practices where not. Perform computer imaging including software & hardware validation and pre-delivery testing. Provide onsite services for customers to include incident response, delivery, and system set-up of new & repaired computers along with the installation of additional hardware, software, and peripherals. Work on primarily Microsoft Windows, Macintosh, and Linux systems. Provide documentation as appropriate (e.g. ticket creation and maintenance, e-mails, process improvements, knowledgebase articles). Perform other duties as assigned (e.g. Help Desk support, conference facility set-up, project work). REQUIRED QUALIFICATIONS:

• Bachelor's degree in an IT-related field or at least 5 years of recent IT-related work experience.
• Enterprise-level experience with latest versions of Windows, Mac, and iOS
• Ability to troubleshoot and resolve technical problems for users.
• Ability to independently resolve widely varying complex problems using current job knowledge as well as research and other external resources.
• Hardware, Operating System, and networking experience. Hardware experience to include Intel-based desktops, laptops, and printers. Operating System (OS) experience to include Windows and Mac OS. Networking experience to include a strong understanding of TCP/IP and DNS. Understanding of Active Directory and Exchange.
• Highly motivated and have strong customer focus with the ability to interface with all levels of staff.
• Excellent communication skills (written and oral).
• Receive relevant Dell Desktop and Laptop certification within two months of employment.

 DESIRED QUALIFICATIONS:

• Enterprise-level experience with troubleshooting Linux systems.
• Bachelor's Degree in an IT-related field.
• Certifications: ITIL, A+, Current Microsoft Certifications, Apple Certified Macintosh Technician (ACMT); HDI Support Analyst
• 2-4 years' experience with system management tools (i.e. Altiris).
• Software experience with Desktop remote control tools.
• Capable of leading at least one small project team and be a contributor in various areas within the department.
• Strong presentation skills which may be used to document analysis and deliver technical information.