IT Assistant
4 weeks ago
Summary:
As a member of DHA's IT team, the on-site support specialist is considered a desktop support expert responsible for computer hardware, software (location-specific or global), and peripherals. On-site support is the primary escalation point for resolving incidents involving desktops or laptops, service requests, and connectivity issues. The on-site support specialist also enforces DHA's desktop and laptop policies and procedures.
Essential responsibilities and duties:
- Provides research and diagnosis
- Resolves and closes incidents/service requests based on help desk procedures and assigned deadlines
- Escalates unresolved incidents/service requests within agreed timelines
- Records relevant incident/service request details as per help desk procedures
- Communicates with the customer regarding the progress of the incident
- Ensures tickets are always up-to-date until issues are resolved
- Complies with Quality, Health, Safety and Safety (QHSE) and IT policies
- Engages with customers, other DHA IT support groups, and 3rd party vendors when needed
- Perform the staging of the equipment
- Performs IMAC (Install, Move, Add and Change)
- Carries out maintenance and support of hardware and software
- Troubleshoot and resolve PC incidents and/or VIP requests
- Coordinates with Service Desk for hardware repair
- Assists the DQ Server team when server maintenance is required
- Creates/maintains IT Glue documentation
- Special Event Coverage
- Connected Backup Customer Support
- Local network support and/or help with centralized network equipment
- hardware/software selection, acquisition, configuration, installation, configuration, upgrades,
- Monitoring and troubleshooting
- Creating/deleting user accounts and file permissions
- Backup management and maintenance
Key competences:
- Windows System Administration
- Strong problem-solving skills
- Exceptional customer service skills and excellent communication skills to provide quick and accurate feedback to customers in a professional manner.
- Self-motivated team player with excellent interpersonal and communication skills.
- Able to interact effectively with customers, suppliers, and network services.
Education and Experience
Associate Degree in Information Technology or certification in the IT field; 1 year of experience with Microsoft Office Suite, Office 365 and Microsoft Windows 7 and Windows 10. A combination of education and experience can be considered.
Benefits:
- Health insurance
- Dental
- Vision
- Life and Disability Plans
- Flexible Spending Account
- EAP
- Paid Leave
- Retirement Plans