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Junior, IT support

2 months ago

North Brunswick, United States US Pharma Lab Full time

Role Overview

The Junior Support Services Technician provides service and help desk technical support services. This position implements and supports the company desktop computers, peripherals, multimedia, instructional technology, and general technology as required.

Areas of Responsibility

•Serve as the first point of contact for users with technical issues relating to a variety of technologies such as PCs, operating systems, applications, hardware, multimedia equipment, and instructional technologies in a networked environment.

•Provide coverage of the company support services desk and assist users in person, on the phone, and via email.

•Monitor the service desk for work tickets assigned in queue; respond to requests in a courteous, quick, and effective manner.

•Ensure proper recording, documentation and closure of user requests, events, and problems in the support services ticketing system.

•Direct unresolved issues to the next level of support personnel or external IT resource as needed.

•Document internal procedures, technical resolutions, technical procedures, and other materials related to the company support services desk.

•Troubleshoot, implement, modify, maintain, and repair a variety of computer hardware, software, peripherals, instructional technologies, and multimedia equipment, as required.

•Assist other Support Services Technicians with software and hardware vetting and testing.

•Assist in system image preparation, testing, and deployment.

•Perform PC setup and deployment for new employees using standard hardware, images, and software.

•Responsible for opening and preparing technology areas for classes.

•Open and close technology rooms at the beginning and/or end of the workday.

•Perform all other duties as assigned.


Other Responsibilities Including Safety:

•Complies with all job-related safety and other training requirements.

Requirements

Education & Qualification:

•High school diploma or GED.

•Minimum of one (1) year of relevant experience.

•Proficiency with software deployment, configuration, and troubleshooting.

•Relevant experience working in a higher education setting.

•Prior experience using tools such as Quest KACE, Jamf JSS, Microsoft System Center, and Office365.


Certifications, Licenses, Credentials:

•N/A

Skills & Ability

•Working knowledge of SCCM server or a similar product suite used for Windows device image development, deployment, and management.

•Working knowledge of JAMF JSS server or a similar product suite used for Apple device image development, deployment, and management.

•Knowledge of Windows operating systems (focus on Windows 10 and above), Mac OS X, Tablets including iOS and Android, smartphones, and multimedia equipment.

•Strong troubleshooting and problem-solving skills.

•Strong customer service skills and the ability to assist users with technical questions, requests, and issues.

•Demonstrated knowledge of computer, printer, and peripheral implementation, troubleshooting, and repair in a networked environment.

•Familiarity with large PC deployments in a networked environment.

•Ability to effectively convey information both verbally and in writing is required.

•Excellent time management and organization skills is required.

•Communication skills and cross-cultural abilities to maximize effectiveness with diverse groups of employees.

•Commitment to diversity, equity, and inclusion in the workplace.

•Ability to interact collaboratively and professionally

•Culturally sensitive with an understanding and appreciation of a multi-cultural company.


Physical Requirements (lifting, etc.):

•N/A

Work Environment (Office, Warehouse, temperature extremes, etc.):

•Ability to navigate office, lab, and/or plant floor working environments.

•Standard office environment without unpleasant or hazardous conditions. Physical demands involved in office work such as the ability to talk, hear, use hands to handle and feel; work on a computer up to 7 hours a day; close vision required for computer usage.

•Must have the ability to wear applicable personal protective equipment utilized at this site, including safety glasses/goggles, hairnets, lab coats and safety shoes if needed.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.