DESCRIPTION:

• Able to resolve most customer technical issues
• Able to deal with escalated issues from other IT Team members
• Support new decisions and specialty departments as needed
• Provide installation and support of Apple and some PC hardware and software (including peripheral devices such as printers and USB devices)
• Be able to receive and respond to incoming calls, and/or e-mails regarding workstation and peripheral performance and use requests
• Perform on-site analyze, diagnosis, and resolution of workstation and peripheral problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including remote repair
• Adhere to procedures for logging, reporting and monitoring helpdesk requests. Must create a high level of user satisfaction through accurate timely follow up, strong technical skills, good customer communication and relationship building
• Familiar with Microsoft Active Directory
• Familiar with Microsoft Exchange and Office 365 Administration
• Familiar with MDM
• Be able to resolve, or work with Senior IT staff to identify and resolve more complex issues
• Understand IT Networking, and can follow instructions for on-site changes as needed
• Provide support to staff for other technical equipment as needed

REQUIRED SKILLS

• Must be fluent in the English language
• Knowledge of Microsoft Windows Desktop Operating Systems (Windows 7 and Windows 10)
• Knowledge of Mac OS X is desirable
• Knowledge of office productivity software such as Microsoft Outlook, Word, Excel, etc.
• Knowledge of basic networking and connectivity – DHCP, DNS, Cabling, etc.
• Knowledge of Antivirus and Spyware removal techniques
• Ability to quickly diagnose and fix problems
• Ability to articulate and maintain attention to technical details
• Ability to open a computer and replace defective components
• The ideal candidate should have strong interpersonal skills and ability to interact favorably with a wide variety of people
• Highly self-motivated and with reasoning skills
• Desire to learn new skills
• Ability to follow through and document issues as well as resolutions
• Ability to work in a team-oriented, collaborative environment
• Ability to operate in a dynamic, fast-paced environment
• Exceptional written, oral and interpersonal communication skills
• Exceptional customer service
• Must be detail oriented

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Minimum Bachelor’s degree or its equivalent
• 3-5 years relevant experiences