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Shift Schedule: Monday – Thursday 3:00PM – 1:30 AM w/on-call duties, rotating paid weekends 1x month
Monday – Friday one week training time 8:30 – 5PM daily
Reports to: IT Support Manager
General Summary: This position requires technical experience in IT Support and Help Desk tasks including and related to both software and hardware issues. This person will have experience in providing excellent customer service. This position provides processional information technology systems and/or applications support for client applications, databases, computer hardware and software products, network infrastructure equipment, and telecommunications software or hardware. This position provides excellent customer service and train users on system equipment and software as well as maintain and ready equipment for daily use.
***This position requires the ability to lift #40-100 as needed for office moves ******
Essential Job Functions:
Performs routine analysis, programming, installation, maintenance and/or system support. Diagnoses and resolves problems on computers or telecommunication software and/or hardware, or applications running in standalone, client/server, web-based, and/or network environments.
Diagnoses and resolves hardware problems. Installs system components or peripheral hardware. Creates and provides documentation to customers.
Assists in identifying customer problems on the use of applications or applications installed on multiple platforms and suggests remedies. Isolates application or system problems and coordinates resolution. Assists in testing and verifying system changes.
Assists with the analysis of user reports of software/hardware malfunctions and identifies the responsible vendor for repairs. Assists in the analysis of telecommunication services and equipment needs. Coordinates moves, changes and installations.
Assists in unit, system and/or usability testing to evaluate hardware and software products to determine if they meet company standards.
Resolves problems and escalates more substantive problems to higher levels for action. Ensure customer is satisfied with resolution.
Perform introductory trainings. Develops data flow diagrams, prototypes and user instructions.
Assist in maintaining/updating ticketing system. IT WIKI and any technological-related documentation.
Schedules and implement ongoing maintenance such as running updates, cleaning printers, etc.
Runs and distributes customer reports.
Receives and inventories hardware.
EDUCATION & EXPERIENCE
Microsoft business applications such as Office 365, Excel, Word, PowerPoint, etc.
Experience with desktop operating systems.
Fluency in the English language both written and spoken.
Must have a valid driver’s license and driving record.
Physically must be able to complete the daily work as assigned.
Familiarity with Windows Server 2003 or newer
Excel and MS Office at a fluid level
Physical Requirements: Lift 40-50# on occasion for office moves.
******* TO LEARN MORE & APPLY ********