Technical Support Analyst
2 weeks ago
Company: AMERICAN MUNICIPAL POWER, INC.
Position: Help Desk Specialist
Reporting To: IT Manager
FLSA Status: Non-Exempt
Role Summary: The Help Desk Specialist is tasked with delivering comprehensive support for desktop, laptop, mobile devices, and applications within the AMP user environment. This role emphasizes customer service, incident management, and effective issue resolution.
Key Responsibilities:
- Help Desk Support: 70% of time dedicated to providing assistance for desktop, laptop, mobile devices, and applications.
- System Administration: 20% of time focused on administrative tasks.
- Inventory Management: 10% of time allocated for systems training and documentation.
Essential Duties:
- Deliver support for desktop, laptop, and mobile devices, addressing both hardware and software issues.
- Document issues and maintain accurate records of resolutions.
- Assist in IT infrastructure and application upgrades.
- Monitor LAN/WAN connectivity using appropriate tools.
- Identify and address Cyber Security vulnerabilities.
- Uphold confidentiality in all tasks.
- Provide Tier I and II support, troubleshooting issues as needed.
- Participate in weekend and off-peak hour implementations, and be part of a rotating on-call support team.
- Troubleshoot network issues and maintain detailed documentation.
- Conduct daily system monitoring to ensure hardware and system integrity.
- Engage in assigned projects following IT project management methodologies.
- Support daily backup operations, ensuring data integrity.
- Collaborate with network and server teams to resolve issues effectively.
- Apply regular OS patches and upgrades, configuring new services as necessary.
- Assist in the maintenance of Microsoft Windows servers across various environments.
- Research and recommend products and vendors to management.
- Administer Office 365 services including Teams and SharePoint.
- Manage system imaging processes.
- Support Cyber Security initiatives in incident response and system security.
- Maintain PBX systems and printer fleets company-wide.
- Perform additional responsibilities as assigned.
Qualifications:
- A two-year degree in computer science, information systems, or a related field is required; or four years of relevant experience.
- Hands-on experience in a high-availability support environment is preferred.
- Familiarity with network monitoring tools and ticketing systems.
- Experience with Microsoft Active Directory and server operating systems.
- Basic understanding of virtualization and network devices.
- Strong communication skills, both written and verbal.
- Excellent troubleshooting abilities.
- Ability to prioritize tasks in a fast-paced environment.
- Team-oriented with a collaborative approach.
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