The Phoenix Group | Information Technology Specialist
2 days ago
- Resolve software-related issues for all firm-deployed applications in-person and remotely.
- Troubleshoot issues related to client workstations/laptops, as well as related hardware.
- Convert various forms of document and multimedia including, but not limited to, zip files, unknown extensions, unsupported applications, etc.
- Removal of harmful desktop viruses, spyware, ad software, etc.
- Printer management including, but not limited to, resetting and clearing print jobs, installation, and back-end server support.
- Contact third party vendors as needed.
- Test new and/or updated technology to ensure stability prior to firm-wide release.
- Commit to self-development by learning new technologies as needed.
- Providing 80 percent software support with 20 percent hardware support.
- Support firm-issued mobile devices (iPhone and iPad):
- Install and configure mobile device management platform (MDM).
- Troubleshoot issues related to mobile devices and MDM.
- Provide end user instruction.
- Follow department standards for inventory tracking and communication.
- Support desk phones and voicemail system:
- Troubleshoot and resolve technical issues.
- Provide end user instruction.
- Provide outstanding service to end users by:
- Adhering to department standards for ticket workflow and service level practices.
- Regularly checking voice/e-mails and responding in a timely manner.
- Following up with clients to ensure a satisfactory resolution to reported problems and requests.
- Assisting with development and updates of technical and support documentation.
- Communicating with end users regarding system outages and resolutions.
- Updating internal training resources such as, but not limited to, Freshservice Knowledge Base.
Required Qualifications
- 3 to 5 years job-related experience in an IT support role.
- Excellent verbal and written communication, including appropriate telephone etiquette.
- Excellent organizational skills.
- Excellent problem-solving and troubleshooting skills required.
- Exceptional customer service skills.
- Strong dedication to maintaining professional relationships with users and outside vendors.
- A working knowledge of Microsoft Office at a proficient level.
- Ability to quickly learn new technology and develop computer skills as required to meet user demand.
Preferred Qualifications
- Working knowledge of Citrix XenDesktop.
- Working knowledge of Freshservice Ticketing System, Office 365, Active Directory, Exchange Admin Center, Citrix Director, Onboarding and Offboarding users.
- Working knowledge of A/V equipment, A/V software, Account Management, and Meeting Management.
- Certifications Preferred.
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