Key skills
Communication
About this role
Role Overview
- Provide hands on support by installing, diagnosing, repairing, maintaining and upgrading laptops, desktops, phone, printers, bar code scanners and peripherals within an office and manufacturing environment
- Support higher level support specialists with local server hardware, operating systems, network infrastructure and telephony by delivering hands on support through troubleshooting incidents with customers via phone or virtual communication
- Perform assigned tasks with minimum supervision and manages efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce service down time
- Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests
- Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage
- Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files
- Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets
Requirements
- Associate degree in Computer Science or equivalent experience
- 2 years of experience troubleshooting PC’s, printers, phone and network issues
- Certification/License
- Preferred: Bachelor's degree in Computer Science
- Preferred: MCSE (Microsoft Certified Systems Engineer)
- Preferred: MCTS (Microsoft Certified Technology Specialist)
- Preferred: CNA (Cisco Certified Network Administrator)
- Preferred: ITIL (Information Technology Infrastructure Library) certification
- Work Experience: Combination of in-person support as well as virtual (remote) support
- Physical Demands: Employee is regularly required to talk and hear; and use hands to manipulate objects or controls.
- The employee is regularly required to stand and walk.
- On occasion the incumbent may be required to stoop, bend or reach above the shoulders.
- The employee must occasionally lift up to 25
- 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus.
- Occasional travel.
Benefits
- Employee may be at remote site without quick access to higher tier of support.
- Travel may be required.