JOB TITLE:          IT SUPPORT II

DEPARTMENT:     IT     

FLSA STATUS:      FULL TIME & NON-EXEMPT   

REPORTS TO:       AVP OF INFORMATION TECHNOLOGY

Position Summary:  The IT Support will be responsible for providing technical assistance and support to company end users with computer systems, hardware, or software issues.

Key Responsibilities:

• Provide technical assistance and support for incoming tickets related to computer systems, hardware, and software
• Follow up on outstanding requests and ensure timely resolution
• Provide basic Active Directory and Office 365 administration (user related logins, password resets)
• Create accounts and configure hardware as part of the on-boarding process
• Identify, research, and resolve technical issues for end users on a variety of issues
• Respond to ticket requests for technical support from local and remote users
• Escalate technical issues to high tier IT staff as needed
• All other duties as assigned by the AVP of Information Technology

DESIRED KNOWLEDGE, SKILLS AND ABILITIES: 

• Excellent communication skills
• Ability to diagnose and resolve basic technical issues
• Ability to learn new technologies
• Proven analytical and problem-solving skills
• Ability to effectively prioritize tasks in a high-pressure environment
• Demonstrate patience and courteous behavior
• Be able to work as a member of a team

Qualifications: 

• Experience with Windows 7/10 support
• Experience with printers
• Basic understanding of network functions (IP addresses, cabling)
• Knowledge of desktop & laptop hardware