Job Description :
Responsibilities and Duties:
Provide first level contact and convey resolutions to customer issues
Walk customers through problem solving process
Track, route and redirect problems to correct resources
Serving as the first point of contact for customers seeking technical assistance at the customer location/on-site
Performing remote trouble shooting through diagnostic techniques and pertinent questions
Determining the best solution based on the issue and details provided by customers
Deployment of PC and phone (adds, moves, changes)
Assistant with PC peripheral/accessory devices
PC imaging and backup software
Management of Operating System releases insuring compatibility
Manages the all day-to-day tactical help desk, desktop issues, some security systemsand operations for LAN/WAN, telecommunications, and voice systems
Ensures proper functioning of company''s enterprise systems
Problem resolution of Desktop related issues
Additional responsibilities may include (based on site):
Improvement project work,specialized application support, and on-site support of the Network and Server teams
Creating and executing new technology that helps business operations improveefficiency strategies
Tech savvy with working knowledge of office automation products, databases andremote control
Good understanding of computer systems, mobile devices and other tech products
Share responsibility with the finance team to procure assets and manage inventory of servers, desktops, laptops, printers, IP phones and other electronic equipment and devices
Work Skills & Requirements/Qualifications:
Requires a bachelor''s degree in computer science, information systems or a related field
At least 3 years of progressive experience in the field or in a related area.
Experience in hardware, software, network troubleshooting, basic operating systemfunctionality or equivalent training and/or education is extremely beneficial.
Customer service experience is preferred.
Professional certifications such as CCNA, CCNP, MCP, MCITP, CISSP, VCP is a plus
Proficient in Microsoft operating systems and products
Experience with Local/Wide Area Networks and Web Development
Experience in presentation and training, reporting and analysis preparation
Ability to work in a dynamic environment with multiple priorities and time pressures
Excellent problem-solving, analytical, teamwork skills
Excellent written and verbal communication skill and be able to communicate to bothtechnical and non-technical audiences
Flexibility to adapt to changes in organizational structure and coordinate with all departments when necessary