Position Summary: 

The System Technician / Help Desk position is responsible for supporting end users both onsite and remotely by deploying new equipment and software and performing preventative maintenance on existing equipment. The person should have in-depth technical knowledge of IT end user support, and be well versed in industry trends. The overall objective of this position is to identify problems with applications or hardware and facilitate the resolution with system owner to reduce or eliminate the problem.

This role also requires a moderate to high level of competence in multiple disciplines, coupled with the ability to think strategically, manage time effectively, prioritize work according to severity, work as part of a geographically dispersed team, support customers at other sites, develop and maintain good working relations with customers and peers, maintain a strong customer focus, and exercise a high level of professionalism at all times.

 Responsibilities:

Install and cable servers, desktops, and storage devices Support both LAN and WAN technologies and configurations Support Windows-based systems and applications Support application servers and associated storage, to include VLANs and services associated with solutions in the data center Work with network, phone, data center and manufacturing vendors as needed Oversees desktop services and standards (e.g. hardware/software, data locations, etc.) Prioritize and respond to  incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. Perform hands-on/remote support and training at the desktop level. Adhere to the help desk service level agreement. Assist with the administration and execution of IT resource request. Monitor the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Determine severity of incidents and efficiently escalate them when appropriate. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Provide training, troubleshooting, and support to network and communication system users. Own requests and incidents received from customers via telephone, email, voicemail, Helpdesk and other sources from the point of receipt through to resolution. Liaise with third parties and IT partners to escalate calls which may otherwise result in customer follow ups / dissatisfaction, to proactively ensure that the customer is satisfied with the service received.  Effectively use internal standard collaboration tools to improve workflow, task management, and team administration.

  Minimum Qualifications:

High School Diploma, Associates degree in an IT related field is preferred. 3+ years of experience of relevant work experience; or Associates Degree and/or related Certifications 3+ years of  experience maintaining/supporting Windows Server (2012 and newer) environments at an enterprise level High level of Experience with Desktop operating systems Excellent troubleshooting skills Excellent research skills Technical documentation skills Strong written and oral communication skills, possess the ability to interact with senior management and technical staff in a professional manner

 Preferred Qualifications:

Networking (TCP/IP, WINS, DNS, DHCP) Ability, initiative and accountability to execute broad assignments requiring minimal direction Experience and skills supporting Active Directory and/or virtualization technologies Certifications or Other Professional Credentials:
Network + and A+ certifications are encouraged Moderate understanding of enterprise datacenter technologies including Networking, Security, TCP/IP and DNS