Work schedule: Monday - Friday, 8am to 5pm or 8:30 to 5:30pm (based on candidate preference).
Job Description
Must have experience with Apple products and Windows 11
Provides customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing remote communication with the end user.
Will also assign trouble ticket number and escalate for more difficult problems.
Work schedule: Monday - Friday, 8am to 5pm or 8:30 to 5:30pm.
Must have experience with Apple products and Windows 11
The Role
Serve as the first point of contact for resolution of desktop, laptop, and software application related problems.
Manage all desktop/laptop computer systems and peripherals.
Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions.
Install, update, and maintain all software used on corporate systems.
Remediation of vulnerabilities identified on workstations.
Establish and maintain hardware and software configuration management program.
Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 10/11, MS Office365 applications, email, other special applications, Internet connections, and hardware/peripheral equipment.
Document, track, resolve, and report on problems and work orders.
Creation and modification of user accounts via Active Directory, submit changes to file management and peripheral devices, escalate network incidents, and provide direct support to internal customers.
Technical expertise in the setup, operation, and troubleshooting of all associated operating systems.
User access management of applications both internally and externally hosted.
Coordinates escalation of issues requiring support from other internal teams and external vendor support
Provide training and technical support to team members with varying levels of IT knowledge and experience.
Creation of User Documentation.
Creation of knowledgebase articles for use by technical staff.
The Requirements
2-5 years of experience supporting Windows OS workstations
1-2 years of experience supporting Apple MacOS workstations
Intermediate knowledge of Windows PowerShell
Intermediate knowledge of Active Directory policy, security groups, users, and OUs
Ability to communicate technical information to nontechnical personnel.
Ability to install, configure and maintain personal computers, networks and related hardware, and software.
Knowledge of computer and/or network security systems, applications, procedures and techniques.
Knowledge of VPN, wireless, and other networking technologies including TCP/IP, DNS, and DHCP.
Ability to identify and resolve computer system malfunctions and operations problems.
Skill in organizing resources and establishing priorities.
Excellent verbal and written communication skills.
Ability to learn and support new systems and applications.
Must be able to lift up to 50 pounds in support of hardware installations.