Descripción

Provides “first responder” support to end users on a variety of IT-related issues.  Identifies, researches, and resolves simple to complex technical problems. Responds to telephone calls, emails, and personnel requests for technical support. Documents, tracks, and monitors the situation from start to finish to ensure a timely resolution. Duties include installation, configuration, and maintenance of workstations, operating systems, and business applications for the local office, remote offices, and remote employees in the United States, Mexico, and Canada.

Primary Functions/Major Responsibilities

• Responsible for keeping an accurate record of, and maintaining control of computer equipment inventory and initiate PO and orders when needed/requested.
• Maintain and update Visio Floor plans of employees. 
• Responsible for archiving and safeguarding termed employees email off the email server.
• Configure and set up equipment for employees on the Work-from-Home program.
• Ability to use Teams and WebEx for one-on-one help or instructions.
• Maintain Help Desktop knowledgebase and how-to documents in Service Desk Plus.
• Interface with onsite repair vendors.
• Additional responsibilities and activities as assigned by the IT Operations Manager.

Specific Job Skills

• Mastery of PC technology, including hardware and software, VMware, operating systems, applications and networking.
• Strong knowledge of MS Active Directory, Outlook/Exchange, Office 365 applications suite, and Windows 10 OS
• Experienced and fluent working with Help Desk support and inventory tracking software. 
• Excellent customer service skills.
• Strong written, verbal (face-to-face and telephone), analytical and interpersonal skills.
• Ability to prioritize competing tasks in a fast-paced environment.
• Project management skills.