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IT Support Technician
2 months ago
Description:
Job Description This person will be on a team of 4 individuals responsible for deskside service and working a ticket que. The team members are in Winston Salem, NC and one sits in Radnor, PA. The ticket queue is for the entire organization and the team as a whole is responsible for supporting the que. There are a wide range of trouble shooting issues including network VPN, printers, desktops, mobile devices, password resets, MS Teams, Zoom, and application troubleshooting. Job Summary: This is a entry-level position which provides advanced technical support to end users and maintains high standards in the day-to-day operations of Essent’s workstation computers. The primary objective of this position is to provide end users with a stable computing platform. Essential Duties and Responsibilities Log, track and maintain tickets as reported via phone, email, IM, and walkup requests. Provide advanced end user support on pc hardware, network connectivity, printers, VOIP Phone systems, Essent applications (O365, Cisco Anyconnect, Windows AD, VMWare, etc.,) and workstation operating systems, including first line troubleshooting, problem identification and escalation. Create and maintain accounts for Active Directory/Windows Domain, Oracle Databases, SugarCRM, Zoom, Cisco Anyconnect, and RSA. Buildout laptop and desktop pc’s as needed using a standard image, SCCM and Scripts. Assist in training of end users in new software and technologies. Create, update and maintain documentation for Help Desk use. Plan and document major hardware/software upgrades for the Help Desk. Participate in asset inventories as scheduled. Review current methods and procedures and recommend improvements. Provide as needed on-call support remotely. Minimum Education & Experience Requirements: • Two year related technical degree OR a combination of relevant college education and training • 4-7 years of experience supporting Windows computers in a networked environment • A+ certification preferred • Experience with VMWare preferred • Knowledge and understanding of supported Essent applications • Knowledge of computer components, Windows 10 operating systems, networks and platforms • In-depth knowledge of Microsoft Office Systems (2016 and O365) • Knowledge of scripting (Powershell, batch file) • Ability to follow prescribed methods and procedures • Skill with attention to detail • Skill in analyzing and solving basic problems quickly and under pressure • Ability to work effectively with customers and technical staff to resolve problems • Demonstrated customer service orientation and focus • Demonstrated verbal and written communication skills
Skills:
desktop, windows 10, support, troubleshooting, customer service, active directory, Help desk support, Help desk, Technical support
Top Skills Details:
desktop,windows 10,support,troubleshooting,customer service,active directory
Additional Skills & Qualifications:
Candidate will be supporting users onsite in Coraopolis PA and they will be apart of a national helpdesk supporting a ticketing que across several different locations. Communicating via emails and phone calls about 80% of the time. Essent is moving to AWS so there will be support around that initiative. Needed is personality with great personal communication skills to have a conversation and be natural and be human. Stigma with the Helpdesk is that you get techs who give you the runaround and are less than truthful techs when you call the Helpdesk - so communicate what you know and what you don’t know. Would love to have someone who pushes them bringing in new ideas that Essent does not have. Most of their technology is homegrown, for instance they use SCCM to build machines but if someone has a better way to design or implemented an imaging platform for a Windows System, bring it. 3 week oncall is rotating between the 3 people until the 4th person is up to speed. Support is up to 8pm Eastern. 5:30-8pm is after hours support but it is not an active support but a responsive support every 30 minutes where they check voicemails and emails every 30 minutes.
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
