Job Description :
Job Title: IT Support Technician 2
Location: Atlanta GA 3030
Description:
Under direct supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems.
Summary:
Client is in need of an IT Support Technician 2 at its Two Peachtree location. The tech will be a member of five-person team that provides support to 500+ client users located at client headquarters.
Detailed Job Description:
Support End User Computer for Service Delivery.
Troubleshoot user issues and maintain tickets assigned to the tech in the Work Request Management (WoRM) system. These tickets should be addressed and updated daily.
The technician should be able to provide detailed and adequate documentation on the processes and steps followed and complete with in SLA guidelines.
Create and maintain tickets in Work Request Management (WoRM) and GETS (Remedy) systems that will need to consult with Vendors and Technical Staff as needed to ensure that any requests are followed up in a time manner.
Troubleshoot issues and provide end user support computing devices for Service Delivery but not limited to Surface Pro & EUC Tablet style Devices, Laptops, Desktop, Monitors, Docking Stations, Mouse, Keyboard, Local Printer, Network Printer and Smart Boards and Conference Room devices.
Troubleshoot user access to standardize software from the client Image. (ie. MS Office, VPN, Adobe Acrobat Products, McAfee, LogMeIn, Encryption, etc
Troubleshoot computer peripheral devices including and not limited to Local and Network Printers, Scanners, MFD s
Setup and install computers for New Hire On-Boarding s and Off-Boarding s.
Experience in Windows 10, Windows 7 (some older systems), MS Office products including Office 365 and Acrobat products.
Experience in troubleshooting issues on end user computing devices and all computer peripheral devices including Surface Pro & EUC Tablet style Devices, Laptops, Desktop, Monitors, Docking Stations, Mouse, Keyboard, Local Printer, Network Printer Scanners, MFD and Smart Boards and Conference Room devices,
A team player that can document simple process and share knowledge within his / her team and be willing to cross train with other technicians.
Able to follow client OIT SOP s and able to document processes and procedures when applicable.
Assist in Projects and Reports and provide Updates to these projects on a regular time frame as instructed by management.
Provided additional support to the Asset Management Team as needed.
Performs other assigned duties as directed by management.
Preferred Qualifications:
Experience with Windows 10, Windows 7, MS Office Suite, and Antivirus software.
Experience troubleshooting issues on end user computing devices including desktops, laptops, Surface Pro s and tablet style PC devices.
Experience in an Active Directory Domain environment.
Proficient with software installs and troubleshooting.
Experience with all computer peripheral devices: printers, scanners, MFD, monitors, keyboard, mice, etc.
Some networking knowledge and the ability to troubleshoot network issues from the command line.
Able to work as a team and individually with assigned projects that must be completed in a timely manner.
Provides Exceptional customer service and support.
Must be able to work on multiple issues in a fast-paced environment
Education:
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
-A+ Certification or Network+ Certification is highly preferred.
Required/Desired Skills
Skill
Required /Desired
Amount
of Experience
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
Required
0
A+ Certification or Network+ Certification
Highly desired
0
Experience with Windows 10, Windows 7 and Office 365.
Required
3
Years
Experience in an Active Directory Domain environment.
Required
3
Years
Experience Troubleshooting computer peripheral devices including and not limited to Local and Network Printers, Scanners, MFD s
Required
3
Years
Experience with Work Request Management (WoRM) and GETS (Remedy) ticketing systems
Required
3
Years
MS Office Technical Support
Required
3
Years
VPN Software
Required
3
Years
Remote Administration Software
Required
3
Years
Imaging Computers and Laptops
Required
3
Years