About this role:

Responsible for providing support on Windows systems, troubleshooting and analysis, functionality, security, and patch updates. Assists users with hardware and standard desktop software (Word, Outlook, etc.) issues. Triages incoming tickets/calls and forwards issues to appropriate back-end teams as needed. Will participate in a Saturday rotation with other help desk personnel. Must be able to multi-task and switch between immediate user needs and long-term projects, like laptop builds. Creates user accounts and laptop builds for new hires.

Responsibilities:

• Perform basic workstation troubleshooting analysis via telephone calls, E-mails, or personal requests.
• Provide support for Windows systems, focusing on functionality, security, and patches.
• Conduct basic installation and troubleshooting of computers and associated operating systems, operating environments, application software, and peripheral equipment.
• Support team members in overseeing Helpdesk ticket assignments via the portal and complete tasks within the SLA.
• Create Active Directory, E-mail, VPN as well as other basic accounts for New Hires.
• Assist end users with general computer operation and desktop application software questions and problems.
• Identify and resolve users or internal system access issues (account lockouts, password resets, access setups, etc.).
• Assist in maintaining a network free of computer viruses, including scanning, and eliminating viruses on workstations.
• Create troubleshooting documents to be added to the knowledge base.
• Implement hardware and software upgrades.
• Assist with IT projects as required.
• Administer hardware repairs.
• Perform printer maintenance and repair.
• Other IT-related responsibilities and tasks as they arise.

Who you are:

• Strong analytical and organizational skills.
• Ability to work occasional evenings or weekends in response to the needs of the systems being supported.
• Dependable and reliable with the ability to work as part of a team.
• Capability to express patience and tolerance.
• Strong technical competency and creative problem-solving skills.
• Hard-working, flexible and have a can-do attitude.

Minimum Technical Skills & Technologies Required:

• Windows 10, Windows 11 and MS 365 knowledge.
• Familiarity with troubleshooting and upgrading PC hardware.
• Basic working knowledge of TCP/IP and networking.
• Ability to manage accounts in Active Directory.
• Experience in troubleshooting printer hardware.
• Must have a high school diploma or equivalency