Provide first- and second-line, customer-facing IT support for desktops, laptops, mobile devices and peripherals. Install, configure, patch and troubleshoot Windows and Apple systems, Office 365 services, Active Directory/GPO, network connectivity, antivirus, and desktop management tools. Track tickets, support remote users, assist with packaging/scripting, and participate in hardware/software deployments.
Description:
The IT Support Engineer is a key member of the IT team and will be primarily responsible for supporting the end user technology environment. This is a customer facing role providing the first line of support for the organization and highly visible. Responsibilities include maintenance and management of company desktops, notebooks, mobile devices, printers, servers, network devices and other office equipment and related software. In addition, this individual will participate in the implementation of new hardware and software including the installation and configuration of MS applications on the end user computers. This position requires an in-depth knowledge of and experience working with MS Office Suite, Office 365, One Drive, SharePoint and other desktop applications. In addition, thorough experience configuring, upgrading, troubleshooting desktop and laptops computers, servers, printers, scanners, and other peripheral devices is necessary. The successful candidate will who will be responsible for the effective and efficient operations, including maintenance and administration, of Windows-based, and Apple, Android computer systems.
Job Functions:
- Respond to level 1 & 2 support requests in a timely and professional manner. Communicate with clients and/or internal staff to report, escalate and resolve system related or network issues
- Track and document work tasks, changes and issues daily in the ticket system.
- Provides IT support team with assistance in utilizing full functionality of desktop management applications, including asset management, remote control (via LAN, WAN and internet)
- Installs, tests, maintains, and upgrades corporate anti-virus application, deploys Windows OS and application security patches, hot fixes and updates.
- Designs, builds, tests and deploys application packages utilizing packaging tools and scripting utilities.
- Administer Windows Servers and Exchange (Office 365) with an excellent understanding of Active Directory.
- Provides on-site technical support for desktop computers and peripherals in a cross-platform environment.
- Support will include troubleshooting, repair, and installation of hardware, software, and desktop, laptop and tablet systems.
- Provide support for mobile devices, including Android, iPhone and iPad.
- Troubleshoot Windows 7 and 10 operating systems, applications and networking functions.
- Setup and configure workstations to be used in diverse environments, adhering to security requirements.
- Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices.
- Provide assistance to clients for general operation of standard supported COTS software.
- Provides IT support team with assistance in utilizing full functionality of desktop management applications, including asset management, remote control (via LAN, WAN and internet)
- Other duties as assigned
Job Requirements:
- AA degree preferred or equivalent experience with 3-5 years of experience supporting desktop hardware, software and strong troubleshooting skills with the ability to gather all relevant information, identify problems, and implement solutions quickly
- 1–2 years’ experience with Desktop Engineering and architectural support planning and strong focus on the technical elements of desktop, Microsoft AD, and GPO
- Strong skills in general MS Office application troubleshooting
- Experience with Office 365, SharePoint, One Drive
- Experience in installation, upgrades, and support of Windows desktops
- Experience supporting End User Computing devices/BYOD/Cellular devices
- Experience supporting remote users
- Understanding of core LAN/WAN network technologies (TCP/IP, DNS, DHCP, Routing, switches, wiring) and Firewall fundamentals
- Healthcare and EMS (Emergency Medical Services) experienced preferred
Physical Skills:
- While performing the duties of this job, the employee is regularly required to stand, talk or hear.
- The employee frequently is required to walk; sit; use hands and reach with hands and arms.
- Must have the manual dexterity to skillfully operate a computer keyboard and other standard office equipment, such as facsimile and telephone.
- The employee must occasionally lift and/or move up to 50 pounds.
- Corrected vision in normal range.
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