What are the responsibilities and job description for the User Support Technician position at Careers Integrated Resources Inc?
INTAKE NOTES:
- Must be onsite
- Hours-M-F; 8-5pm
-Extension possible
Skillset Matrix: Manager Notes
Technology Requirements (I.E Programs, systems, etc):
Microsoft products, active directory
What does a typical day look like? (daily tasks): Working through break/fix tickets, taking calls, setting up new hire
Preferred background/prior work experience?:
Helpdesk experience
Priority soft skills:
Time management, communication
Summary of Duties and Responsibilities
IT Help Desk support (On rotating basis with some after-hours coverage):
Answer help desk phone calls.
Route help desk tickets to appropriate technicians or support groups.
Provide on the spot troubleshooting as time allows.
Provide walk up support.
Provide local support for the following systems (installation, upgrades, troubleshooting):
PC/Laptop Hardware and Software
Network Peripherals, Printers, Copiers
Telephone System
Enterprise/Business Applications
Mobile devices
Audio/Visual
Maintain loaner laptops.
Hardware procurement, inventory, disposal support.
Account Management advanced support.
Off-site support (conferences, *** locations)
Qualifications
To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions.
Windows 10 & 11 experience.
Microsoft Office 365 experience.
Working knowledge of Laptop/Desktop/Printer Hardware.
General Networking and Wireless skills.
PC/Laptop build and Imaging experience.
Active Directory and Microsoft Exchange/O365 experience.
Desktop support tools working knowledge.
Anti-Virus, Malware, Spam, and other security remediation experience.
Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed.
Ability to be an active participant and contributor on a professional IT Support Team.
Exceptional communication skills, telephone support skills, and interpersonal skills with a customer service focus
Ability to plan/organize time and workload.
Ability to prioritize and escalate based on problem/issue severity.
Ability to follow standard processes/procedures.
IT service management system experience required (ServiceNow experience a plus).
MacOS experience a plus.
Documentation and Knowledge base experience desired.
Ability to work assignments that are moderately complex in nature where judgement is required in resolving problems and making routine recommendations.
Mid-level position, all relevant experience considered, PC support experience required.
Education
BA/BS MIS or CIS (or related technical discipline) desired
Experience
1-3 years experience in IT Help Desk support
Specialized Knowledge
Moderate to complex troubleshooting and technical skills.
Focus on one or more of the following technical areas a plus: audio visual systems/events, mobile device integration, computer imaging, automated patching/updating deliver tools, Endpoint management tools.
Additional Details (Including Physical & Mental requirements)
Must be able to lift 50 lbs. (Accommodations can be made.)
- Must be onsite
- Hours-M-F; 8-5pm
-Extension possible
Skillset Matrix: Manager Notes
Technology Requirements (I.E Programs, systems, etc):
Microsoft products, active directory
What does a typical day look like? (daily tasks): Working through break/fix tickets, taking calls, setting up new hire
Preferred background/prior work experience?:
Helpdesk experience
Priority soft skills:
Time management, communication
Summary of Duties and Responsibilities
IT Help Desk support (On rotating basis with some after-hours coverage):
Answer help desk phone calls.
Route help desk tickets to appropriate technicians or support groups.
Provide on the spot troubleshooting as time allows.
Provide walk up support.
Provide local support for the following systems (installation, upgrades, troubleshooting):
PC/Laptop Hardware and Software
Network Peripherals, Printers, Copiers
Telephone System
Enterprise/Business Applications
Mobile devices
Audio/Visual
Maintain loaner laptops.
Hardware procurement, inventory, disposal support.
Account Management advanced support.
Off-site support (conferences, *** locations)
Qualifications
To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions.
Windows 10 & 11 experience.
Microsoft Office 365 experience.
Working knowledge of Laptop/Desktop/Printer Hardware.
General Networking and Wireless skills.
PC/Laptop build and Imaging experience.
Active Directory and Microsoft Exchange/O365 experience.
Desktop support tools working knowledge.
Anti-Virus, Malware, Spam, and other security remediation experience.
Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed.
Ability to be an active participant and contributor on a professional IT Support Team.
Exceptional communication skills, telephone support skills, and interpersonal skills with a customer service focus
Ability to plan/organize time and workload.
Ability to prioritize and escalate based on problem/issue severity.
Ability to follow standard processes/procedures.
IT service management system experience required (ServiceNow experience a plus).
MacOS experience a plus.
Documentation and Knowledge base experience desired.
Ability to work assignments that are moderately complex in nature where judgement is required in resolving problems and making routine recommendations.
Mid-level position, all relevant experience considered, PC support experience required.
Education
BA/BS MIS or CIS (or related technical discipline) desired
Experience
1-3 years experience in IT Help Desk support
Specialized Knowledge
Moderate to complex troubleshooting and technical skills.
Focus on one or more of the following technical areas a plus: audio visual systems/events, mobile device integration, computer imaging, automated patching/updating deliver tools, Endpoint management tools.
Additional Details (Including Physical & Mental requirements)
Must be able to lift 50 lbs. (Accommodations can be made.)
