What are the responsibilities and job description for the Help Desk Support III (Onsite) position at American IT Systems?
Job Details
Installing and configuring computer hardware, software, peripherals, and networking equipment
Conduct routine maintenance tasks such as system backups, data recovery, and preventive maintenance
Create, modify, and delete user accounts as needed, including permissions and access controls
Resolving issues with internet connectivity, printers, scanners, phones, and other equipment
Ensure effective escalation management and resolution to all field support issues working with cross-functional teams.
Deliver and achieve high quality support and service level
Document and maintain accurate records of incidents and resolutions.
Assist in the maintenance and support of servers, network switches, and other IT infrastructure.
Assist other IT teams, acting as the local hands and eyes in resolving IT technical issues.
Manage and resolve incidents reported by users, ensuring minimal downtime and disruption.
Provide support to end-users, both remotely and on-site, addressing technical problems and answering questions
Manage and track IT assets, including computers, peripherals, and other equipment.
Assist in the procurement process for new equipment and software
Work closely with other IT team members and departments to resolve complex issues and implement new solutions
Participate in disaster recovery planning and execution to restore services after major failures.
Create/Update/ Manage knowledge articles
Responsible for office movements/decommission/setup.
Technical and Professional Expertise
Post-secondary education in Computer Science or Information Systems, or related qualifying work experience
5 years of experience in Site Support role
ITIL Foundation Certified
Excellent communications (verbal and written) & presentation skills
Strong understanding of IT infrastructure and technologies
