The IT Support Technician is responsible for supporting associates with the setting up of new workstations and peripherals, processing new hire or separation requests and following procedures then document tasks appropriately.
Provide quality and timely level I technical support for all onsite and remote end-users focusing on excellent customer service.
Maintain proper hardware and software inventory levels and participate in IT related projects.
Image workstations with default operating system using Microsoft System Center Configuration Manager to prepare for deployment to associates
Coordinate and communicate with associates to replace leased workstation equipment to ensure an accurate transfer of all data and software applications
Triage, process, communicate, escalate and resolve all assigned level I tickets through the IT helpdesk ticketing system
Initiate and schedule with vendor to replace or fix hardware issues
Maintain and process associate status changes of user accounts and computers within Active Directory and archiving of user data
Wipe data from leased workstations using enterprise software and process for shipment back to vendor
Setup and configure new Windows desktop / laptops or mobile devices for new hires
Minimum hardware troubleshooting that includes workstations, mobile devices and peripheral devices (printers, keyboards, monitors, mouse, etc.)
Install, configure and support all enterprise application such as Office365 (Outlook, Word, Excel, SharePoint, OneDrive, Skype) and Adobe Creative Suite.
Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment
Participate in departmental meetings and assigned projects or tasks by IT management
Help to maintain IT hardware inventory including workstations, monitors, docking stations, printers, etc.
Performs other duties and responsibilities as assigned
Bachelor or Associates degree (AS) in computer science, information systems or closely related field preferred.
Up to 1 year of experience in working in an IT helpdesk, support or customer service role in an enterprise organization preferred.
Experience using and troubleshooting Microsoft products (Windows 7 / 10, Office365, Active Directory), hardware (computers, tablets, mobile phones) and networks (DNS, DHCP, VPN, Wi-Fi).
Strong customer service skills.
Excellent listening and interpersonal skills with ability to work effectively with all levels of personnel within an organization.
Basic technical knowledge, problem solving skills and troubleshooting focused on Microsoft products, computer hardware, mobile devices and networking.
Effective written and verbal communication skills.
Ability to effectively prioritize, follow instructions and execute tasks in a fast-paced dynamic environment.
Attention to detail, able to work autonomously or in a team.
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