Address
Form of workJob Description
Job Description
SPECIFIC CERTIFICATION OR QUALIFICATIONS REQUIRED: High school diploma
"ESSENTIAL SKILLS REQUIRED:
Acts as first line of communication and support for all software, hardware, and telephone-related issues.
Assists end-users with creating service requests (Cherwell) on desktop computers, and network-related problems or escalates to appropriate IT staff where necessary.
Follow up on open service requests (Cherwell) previously assigned and make inquiries on the unacknowledged and incomplete tickets within the allowed time for each task.
Upgrades and installs new computers and repairs / reimages existing computers on the HCTRA domain.
Ability to troubleshoot equipment such as computers, printers, scanners, telephones, etc.
Knowledge of network configuration.
Knowledge of software installation.
Follow inventory protocols for tracking all equipment
Assists in support of user accounts including but not limited to audit, security, violation enforcement, tag store operations, and telephones. Technical knowledge including identifying hardware or software solutionsto PoE for Physical Phones or Network connectivity for Softphones.
Knowledge of Cisco Unified Call Manager, Cisco Certified Enterprise, and NICE call recording.
Knowledge of Microsoft Intune
Experience in working with both Android and iOS devices.
Able to provide Application/Windows OS support, installation/configuration/patching, and data reporting. Lead and plan upgrades, software changes or implementations through SCCM
Thorough understanding of data center technologies such as networking, data security, TCP/IP, DHCP, DNS and physical data center best practices to resolve interoperability problems.
Perform general system administration duties in a Windows AD environment
An understanding of cybersecurity principles and the ability to identify and respond to security threats effectively
Performs other duties as required.
Experience in multitasking in a fast-paced environment
Experience in providing excellent customer service orientation.
Experience in effectively communicating verbally and in writing.
Experience in selecting and providing appropriate information to others.
Experience in acting as a spokesperson for the Service Desk.
Experience in working as a team member on group projects.
Knowledge of the principles of determining the source of the problem while on the phone with customers regarding desktop, network systems, or applications
Knowledge of basic research techniques and applications using Google or Bing.
Knowledge of Microsoft applications software.
Working knowledge of Application Generator/ApplicationXtender document manager.
Motivation to start working on a ticket, task, or project without needing to be told.
