Information Technology Specialist
7 days ago
Job Summary
The Information Technology Technician will provide technical support to customers, handling issues across all technology including workstations, printers, networks, and vendor-specific hardware and software. This role will be the escalation point for a team of four L1 specialists, requiring a strong understanding in networking, switching and routing, VPNs, and VOIP systems.
Key Responsibilities
- Support local clients directly, handling issues across all technology including workstations, servers, printers, networks, and vendor-specific hardware and software.
- Respond to requests for technical assistance via phone, chat, or email, and provide regular updates to customers on their support requests.
- Diagnose and resolve technical issues and log all customer interactions into the ticketing system.
- Provide customers with support for corporate-owned assets, including basic help desk support up to advanced troubleshooting.
- Troubleshoot and resolve problems for all networked devices, including desktops, laptops, tablets, cell phones, printers, routers, switches, WAN and LAN connectivity.
- Communicate with customers, keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
- Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
- Document internal processes and procedures related to duties and responsibilities.
Requirements
- High school diploma or GED equivalent and a minimum of 1 year of relevant information technology experience.
- AA/AS degree in a related field and/or undergraduate courses in related fields, preferred.
- Minimum of 3+ years of experience in Desktop Support.
- Knowledge, skills, and abilities, including experience with Active Directory Administration, Exchange On-Premise and Office 365 Administration, understanding of VPNs, and understanding of TCP and UDP protocols.
Work Environment
The work environment is in the office, with a quiet noise level. This position requires the use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR, which defines a U.S. person as a U.S. citizen, U.S. permanent resident, political asylee, or refugee.
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