Information Technology Support Engineer

3 weeks ago

Charlotte, United States Boomtown CIO Full time

Boomtown CIO is hiring an Information Technology Support Engineer to provide end user IT support for our client. This position is part of an onsite team embedded with our client. This person is responsible for ensuring our customer's end users receive timely and high-quality technical support. As needed, the Information Technology Support Engineer will escalate requests to Tier II and Tier III engineers. This person also ensures that requests are properly closed and resolution details are clearly documented. 

 

This role is a full-time salaried non-exempt position with benefits.

 

Applicants must have the following prerequisites to apply: 

 

  • Excellent verbal and written communication skills 
  • Excellent customer service and organizational skills 
  • Knowledge of Microsoft Windows operating systems and associated subsystems 
  • Knowledge of Active Directory the Microsoft 365 / Office 365 suite of products.
  • Experience with Zendesk and ConnectWise ticketing systems. 
  • Ability to provide system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems 
  • United States citizenship and the ability to pass a background check. 

 

RESPONSIBILITIES  

 

  • Collect information to analyze and evaluate support issues. 
  • Troubleshoot and resolve hardware, software, and connectivity problems, including user access and component configuration 
  • Select among authorized procedures and seek assistance when guidelines are inadequate, significant deviations are proposed, or when unanticipated problems arise 
  • Record and maintain hardware and software inventories, site and/or server licensing, and user access and security 
  • Install, configure, and upgrade desktop hardware and peripherals to include: network cards, printers, modems, mice and add-in boards 
  • Work as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systems 
  • Write and maintain system documentation 
  • Maintain confidentiality with regard to the information being processed, stored or accessed by the network 
  • Document system problems and resolutions for future reference 
  • Other duties as assigned 

 

KNOWLEDGE AND SKILL REQUIREMENTS  

 

  • Knowledge of company supported hardware, software and operating systems to include configuration and connectivity 
  • Ability to investigate and analyze information and to draw conclusions 
  • Ability to plan, implement, test, and troubleshoot system software 
  • Ability to develop systems solutions for operational problems 
  • Ability to determine computer problems and to coordinate hardware and/or software solutions 
  • Ability to communicate technical guidance and instruction to users on the use of PC/Mac and/or server applications and systems 
  • Ability to write technical instructions in the use of programs and/or program modifications 
  • Knowledge of computer security procedures and protocol 
  • Ability to determine the nature of computer hardware and systems software problems, and to communicate technical guidance and information to users 
  • Ability to learn and support new hardware, software, and operating systems 

 

Responsibilities may require evening and weekend work in response to needs of the systems being supported. 

 

EDUCATION  

 

Bachelors Degree preferred but not required

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