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SalaryPosition Purpose: Provide support to Northland employees and enable effective and efficient use of technology services, both software and hardware. This includes technical support and troubleshooting of computers, telephones and business systems for both in-person and remote support of corporate users and remote support for site users. Will work in conjunction with other members of the IT Department in a collaborative way to meet shared goals. The person in this position will be primarily focused on supporting the employees based in the corporate office.
Essential Functions: The following list of essential job functions is not exhaustive and may be supplemented or changed as necessary.
Provide Service Desk and Deskside support for corporate office users.
Manage desktops running Windows 10 with a variety of software installed, including but not limited to: Terminal Server, Thin Client technology, Microsoft Office Suite, MRI, Yardi, Adobe, Concur, Nexus, VMWare Workspace One, VMWare Horizon, Deep Freeze, Cybereason, OKTA, FortiClient VPN, Active Directory, Office 365 Exchange, and internet connectivity.
Log trouble tickets and manage helpdesk tickets using FreshService.
Troubleshoot printers/copier/scanners and fax machines.
Provide support for Zoom phone system.
Maintain updates and upgrades for Windows or updates for various applications at site and corporate offices including assisting with servers.
Work on general networking issues pertaining to Switches/Network connections, printing, scanning and faxing.
Maintain inventory of supplies on hand: Copier/Printer/PC/Laptops/Smart phones etc.
Maintain inventory of all IT equipment at sites and corporate office.
Restore backup data as required from offsite backup.
Perform occasional night work for upgrades, updates, and maintenance that cannot be performed during normal business hours.
Create end user instructional documentation and onboarding end users as required.
Complete a variety of projects and tasks of varying scope as directed by the Manager of IT Technical Support.
Qualifications and Requirements: The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Bachelor's degree in computer science, information systems or related fields with 1-3 years of experience in an IT environment is required. A+ Certification is preferred but not required.
Prior experience in a phone support or customer service-focused role.
Specialized training in Microsoft Office or equivalent work experience is required.
Working knowledge of a variety of Microsoft Operating Systems and Microsoft applications: Microsoft Operating Systems Windows 10 and 11 Enterprise and MCSA, Microsoft Office 365 and VMWare Workspace One.
Ability to work independently, referring questions to supervisors or outside consultants in a timely manner to ensure quick troubleshooting results.
Ability to effectively troubleshoot various issues in person and over the phone while maintaining strong customer service with a friendly, positive approach.
Excellent problem solving and analytical skills with the ability to work under pressure to solve technical issues as quickly and efficiently as possible.
Excellent interpersonal, verbal and communication skills and the ability to work closely with employees at a wide range of levels.
Working knowledge of a variety of Information Technology equipment and general knowledge of IT networking.
Maintain and update documentation for cross training/IT instructions for technician and others.
Ability to learn quickly and adapt to change while displaying strong organizational skills and high attention to detail.
