Back to search
Â
Responsibilities
Â
Operational Management
- Field incoming help requests from end users via both phone, Teams, and email in a courteous timely manner.
- Document all pertinent end user information, including name, department, contact information, and nature of problem or issue using our ticketing software.
- Prioritize, schedule and resolve support issues. Escalate problems to an experienced technician or vendor when necessary.
- Setup, install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required computer services.
- Assist in managing user account setups and modifications.
- Troubleshoot email and application problems with mobile devices, including Apple and Android.
- Access software updates, drivers, knowledge bases, and FAQ’s resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the computer level, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications.
- Install and maintain system protection software, including antivirus and antimalware software applications.
- Performing preventative maintenance, including installing windows updates, driver updates, checking and cleaning of workstations, printers, and peripherals.
- Develop how-to documentation and FAQ’s lists for end users.
- Assist in maintaining an inventory of all devices, including desktops, laptops, mobile devices, tablets, printers, IP phones, and cell phones that are distributed across the organization.
- Some Level 2 support for critical AMG application issues.
- Participation in some QA implementation cycles related to AMG critical applications.
- Develop skills to be backup to the Infrastructure Manager and Security Manager for routine support issues.
Â
Â
Formal Education & Certification
- College diploma or university degree in the field of computer science and/or 2 years equivalent work experience in technical support.
- Certifications in Microsoft Operating Systems and Office 365 products a plus.
Knowledge & Experience
- Excellent technical knowledge of IT infrastructure technologies.
- Knowledge of basic computer hardware, including desktops, laptops, servers, and networking devices.
- Experience with computer and server operating systems, including Windows 10/11.
- Excellent technical knowledge of email applications including Office 365 Tenant.
- Experience with Azure environments, a plus.
- Hands-on hardware troubleshooting experience.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
Personal Attributes
- Ability to conduct research into a wide range of computing issues, as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
- Analytical and problem-solving abilities
- Effective interpersonal skills and relationship-building skills.
Work Conditions
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
- Lifting and transporting moderately heavy objects, such as computers and peripherals.
- On-call availability 7 by 24 for computer emergencies.
- Traveling periodically to plants and office locations, as required.
Learn more about this Employer on their Career Site
