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Information Technology Technical Support
4 months ago
Location: Westminster, MA - Hybrid, 1x per week onsite
Pay Range: $$30-35/hour
Requirements:
- 4+ years of hands-on technical knowledge of network systems, protocols, and standards.
- 4+ years of client/server and operating system experience with Windows, Linux, and IBM.
- Experience working in a switched and routed environment.
- Hardware, software, and network connection troubleshooting experience.
- Skilled at installing/configuring hubs, switches, routers, bridges, etc.
Summary: The IT Support Technician’s role is to ensure the stable operation of the computer network. This includes planning, developing, installing, configuring, maintaining, supporting, and optimizing all local and wide area network connections, servers, associated software, and communication links. The person will also analyze and resolve end user hardware and software computer problems in a timely and accurate fashion. The person will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help desk requests and escalating incidents when considered appropriate. Problem resolution may require that the individual give in-person, hands-on help at the desktop level.
Responsibilities:
- Provide first contact support of incoming requests to the help desk to ensure courteous, timely, and effective resolution of end-user issues.
- Escalate incidents with accurate documentation to suitable IT employee or vendor, when required.
- Record, track, and document the help desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Research solutions through internal and external knowledgebase as needed.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices (printers, phones, copiers, etc.)
- Install, configure, and troubleshoot all network hardware and equipment, including routers, switches, hubs, and so on with guidance/support from internal senior network engineer.
- Configure and troubleshoot physical and virtual servers and their associated operating systems and software with guidance/support from internal senior systems engineer.
- Support and train end users on proper use of business systems and office equipment, such as desk phone support, video conferencing, Microsoft Office Suite, printer troubleshooting, and so on.
- Ensure network connectivity of all workstations, application servers, and office infrastructure.
- Assist with planning and implementing any improvement, modification, or replacement of network infrastructure components.
- Interact with vendors, outsourcers, and contractors to secure IT products and services.
- Research and recommend new tools and technologies to simplify administration and improve efficiencies.
- Monitor and analyze network performance across the organization’s LANs, WANs, and wireless deployments.
- Manage security solutions, including firewall, anti-virus, and vulnerability scanning.
- Administer all equipment, hardware, and software upgrades.
- Perform server and security audits.
- Perform and test system backups and recovery.
