IT Tech Support

1 month ago

Atlanta, United States NavitsPartners Full time

Position: IT Tech Support 
Location: Atlanta, GA
Duration: 11+ months with possible extension
Shift: Normal business hours

Job Description:

  • The agent onsite here will be responsible for end-user support.
  • This requires impeccable written and verbal communication skills.
  • The agent will be expected to handle all interactions in a courteous and timely manner.
  • The IT Tech Support L2 reports to the IT manager on site.
  • This role is responsible for troubleshooting and maintaining IT equipment on site.
  • This equipment includes desktops, laptops, smartphones, printers, fax machines, etc.
  • He/she is responsible for Monitoring, escalating, and resolving support calls as per defined SLA & Quality definitions
  • Additionally, the IT Tech Support L2 is responsible for proactive maintenance of printers, fax machines & scanners. The IT Tech Support L2 is responsible for ensuring all checks are completed as per the IT maintenance checklists.
  • As needed, the IT Tech support L2 must contact vendor/manufacturer support to seek outside help to resolve issues.

Responsibilities:

  • Troubleshooting and maintenance of End users, Mobile devices, and basic telecom equipment.
  • Pre-emptive maintenance of End-user, telecom & basic IT infrastructure equipment.
  • Ensure all end user and IT documentation is updated.
  • End user training for new/existing applications when needed.
  • Imaging new PCs & laptops and configuring them for end-user use.
  • Escalation point of contact for help desk issues.
  • Represent the local IT team for any local business-critical IT issues.
  • Work with IT management teams to ensure ramp-ups and new transition requirements are handled promptly.
  • Manage the queue of the ticketing system.

Qualifications:

  • BS/MS in information systems, computer applications, or similar fields preferred.
  • At least one Certification - A+, Network +, CCNA, MCSE, MCP.
  • Minimum 5 years experience in an IT service desk analyst role or user support functions

Preferred Qualifications:

  • Candidate should have experience in technical troubleshooting and resolving client desktop, 0365, MDM & network issues.
  • He or she must have a proficient working knowledge of Windows 10, Windows 7, 0365 apps, and at least one MDM solution.
  • Excellent oral and written communication skills
  • Set and meet the expectations of end-users
  • Assertive and able to work successfully in a fast-paced work environment
  • Ability to proactively work on problems of diverse scope
  • Ability to interact & follow up with offshore teams
  • Strong initiative, resourcefulness, and follow-through
  • Exceptional organizational, prioritizing, and multi-tasking skills
  • Ability to independently research problems and create solutions
  • Demonstrate a High level of energy and flexibility
  • Willing to work extra hours when required
  • Understanding of basic scripting, application packaging, and coding
  • Knowledge of the Microsoft Deployment Toolkit, Windows Deployment Services, Ghost Imaging
  • Office365 knowledge including Outlook/SharePoint/OneDrive/Teams
  • Must be proficient with MacOS / iOS
  • Ability to provide support to high-level executives
  • Familiar with various video conferencing hardware/software

Physical Demands:

  • Must be able to lift and maneuver heavy electronic equipment such as batteries for power systems, servers, printers, and equipment that may exceed 50 lbs.
  • Standing for long periods of time, crawling under desks, cubicles, equipment, etc., or maneuvering in small spaces such as rack spaces, IT closets, and server areas is required.

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