It Service Desk/ Network Technician

IT Service Desk/ Network Technician
Role: Provide the first line of support to end users on a variety of technical issues. This role is responsible for performing all aspects of hardware deployments, including equipment configuration, imaging and quality assurance. Key areas of responsibility include maintaining client images for laptop deployment, performing QA checklists on all equipment, meeting deployment timelines, troubleshooting problems, and tracking and account for all assets.
Essential Functions & Responsibilities:

• Setup and imaging of new tablets and laptop, Installation of various hardware & software products, Life cycle support of mobile devices & laptops.
• Provide Tier 1 contact and incident resolution to internal customers with hardware, software, voice/data communication issues and application problems. Provide prompt and reliable technical assistance to company employees desktops, laptops, printers, and other miscellaneous peripheral devices. Escalate calls when appropriate.
• Maintain company documentation standards for proper issue tracking and customer support. Write concise informative tickets. Follow up on all tickets in a timely manner and follow through to resolution.
• Attempt to resolve as many incidents as possible during the first call or at Tier 1. Proactively recognize issues and plan accordingly before they become large scale problems. Provide onsite or remote support when necessary.
• Foster communication with the end-users to strengthen trust and partnership.
• Performs other job-related duties as assigned.

Performance Measurements:

• To assure prompt response to and recovery from computer workstation, hardware and network service interruptions
• Escalate support issues according to the escalation procedure.
• Effectively manage time and prioritize issues.
• To provide friendly, professional and accurate service and support to all members and staff.

Knowledge and Skills:

• One year to three years of similar or related experience
• IT experience with desktops, laptops, tablets and printers; including Microsoft Office Suite and Apple IOS
• Experience with: Microsoft Active Directory, basic networking and troubleshooting
• Experience using ticketing systems, writing technical support documentation
• Computer proficiency with hardware and software technologies required
• Interpersonal Skills
  • Work involves much personal contact with others inside and/or outside the organization for purposes of first-level conflict resolution, building relations, and soliciting cooperation. Discussion involves a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Education:

• (1) A two-year college degree or (2) Completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendor, or (4) job-specific skills acquired through an apprenticeship program.

Other Skills:

• Ability to multi-task, prioritize and work under pressure are required.
• Must be able to lift up to 50 pounds.
• Have ability to travel to multiple local locations.