• Provide support of incoming requests via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Installing and configuring hardware and software components throughout various network infrastructure devices.
• Install antivirus software and ensure virus definitions are up to date.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Network firewall and switch administration and maintenance.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Establishing good relationships with all departments and colleagues.
• Ensuring company safety and security standards are met.
• Some network and server solution design and architecture.

• Exceptional written and oral communication skills.
• Experience with desktop and server operating systems including Windows 10, Windows 11, Office 365, macOS, iPhone
• Strong understanding of technology and business productivity systems.
• Active Directory knowledge and experience.
• Kaseya
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Good problem-solving skills.
• Excellent customer service skills.
• Ability to work under moderate supervision..
• Microsoft Desktop operating systems certification preferred.
• Valid Driver License and ability to drive to customer locations when required.

Experience with Business workflow processes	Required / Desired	Amount	of Experience
High-level Tech Support experience	Required	5	Years
Active Directory knowledge and experience	Required	5	Years
Kaseya experience	Required	0
Network firewall and switch administration and maintenance.	Required	0
Valid Driver's License and ability to drive to customer locations when required	Required	0
CompTIA Net and/or CompTIA Secruity certifications	Highly desired	0
Microsoft Desktop operating systems certification	Highly desired	0

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.