IT Support

IT Support works alongside the IT team. This role is primarily responsible for end-user support of all DocuPhase employees and contractors and their assigned IT equipment. The workload consists of on-boarding/off-boarding employees and contractors according to the established policies and procedures and accurately tracking assigned assets. IT Support will provide end-user support to all internal users and contractors. This role interfaces directly with all departments of the DocuPhase organization and is responsible for coordinating efforts to resolve problems from initial report to resolution. All work that is conducted will be documented and time will be tracked within the preferred ticketing system.

Responsibilities:

• On-boarding/off-boarding employees and contractors according to the established policies and procedures
• Coordinate RMA or repair hardware as needed
• Manage and maintain the organization’s hardware and software assets within the asset management system
• Primary on-site contact for end-users located in Clearwater, FL
• Troubleshoots internal users’ issues related to hardware, software, network connectivity, VoIP, printers, cloud-based apps
• Strictly adheres to established change management processes and network security policies and procedures
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Pass on any feedback or suggestions by customers to the appropriate internal team

Experience:

• Minimum of 2 years of computer-related work experience
• Experience as a help desk technician or other customer support role
• Knowledge of Windows and MacOS operating systems and common software
• Strong, demonstrated problem solving skills
• Working knowledge of server and network infrastructure is a plus
• Manage appropriate documentation
• Proficiency in English
• Excellent communication skills
• Managing help desk tickets
• Ability to learn new technologies and implement them
• Understanding of Azure/Microsoft

Ideal Certifications:

• CompTIA A+ is a plus
• MCP