Essential Duties and Responsibilities include the following. Other duties may be assigned.

Provide phone, webchat, and in-person support to end users and external vendors on a variety of IT related issues

Research and resolve intermediate network (Internet Service Provider modems, Cisco routers) issues, hardware, and software application issues

Document and track the details of the issue, status and resolution using the help desk tracking application

Administer user accounts for Microsoft and other applications

Provide executive support

Provide suggestions and revisions of technical documentation

Work on special projects ensuring that deadlines are meet

Communicate and follow-up with the user while working the issue and ensure successful and timely completion of the issue

Perform end user computer refreshes

Complete work orders, fully documenting each step of the troubleshooting process

Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company

Aid with division office moves

Fill-in for division IT personnel on an as-needed basis

Provides technical training to peers on an as-needed basis

Ability to work on-call rotation

Ability to work overtime

Ability to travel overnight

Qualifications

Education and/or Experience

High school diploma or general education degree (GED)

Four to Seven years related experience and/or training in an IT support environment

Must have Intermediate knowledge and understanding of Microsoft Windows Current Version Operating Systems, Microsoft Active Directory, Microsoft Exchange Current Version, Print Services, Microsoft Office Current version

Experience with VNC, Cisco AnyConnect, or other remote connectivity software

Must be able to troubleshoot all aspects of computer components

Experience replacing basic components of various makes and models of system and printer hardware

Windows/Android/Apple phone support experience

Ability to adapt to a constantly changing environment

Possess strong interpersonal, written and verbal communication skills

Ability to apply common sense understanding to carry out instructions furnished in written, oral form or via DRH applications

Proficiency with MS Office and email

Ability to sit for majority of 8-hour workday; use hands and fingers to handle or feel; reach with hands and arms; talk and hear. The employee is frequently required to walk and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand and climb or balance. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance, color vision and ability to adjust focus

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock

Work in an environment where the noise level is generally moderate

Preferred Qualifications

CompTIA A+, Network+, CCNA, CCNE, Microsoft Certifications, ITIL or similar certification a plus

Project Management experience a plus