Job Description

Job Summary

We are seeking a skilled and motivated individual to provide world-class assistance and support to our end users. The ideal candidate will have a strong understanding of technical support, Active Directory, Windows device management, Mac and iOS support, and network printer management. This role will also involve inventory management and hardware recycling.

Core Responsibilities

• Technical Support:
  • Identify and diagnose user issues related to hardware, software, network connectivity, and peripherals.
  • Assist users with installing, configuring, and troubleshooting common applications (e.g., Office suite, email client, antivirus, MFA, collaboration tools).
  • Provide support via phone, email, remote access tools, and in-person troubleshooting when necessary.
  • Document all support incidents, track resolutions, and escalate complex issues to senior technicians or IT specialists.
  • Provide setup and technical assistance for presentations, meetings, and classrooms, ensuring proper functionality of projectors, sound systems, and video conferencing tools.
• Active Directory:
  • Assist users with password resets and account lockouts, maintaining a secure password reset process.
  • Investigate and resolve basic Active Directory-related issues, such as authentication problems or access errors.
  • Effectively communicate with senior IT staff regarding Active Directory issues that require further expertise.
• Windows Device Management:
  • Configure new employee devices with necessary software, accounts, and security settings.
  • Maintain and deploy standardized system images for consistent configuration across devices.
  • Keep device drivers updated to ensure optimal performance and security.
  • Apply critical Windows updates and security patches in a timely manner.
  • Perform basic hardware troubleshooting and diagnostics. Replace defective components like HDDs, RAM, and keyboards.
• Mac and iOS Device Support:
  • Troubleshoot common issues with macOS and iOS devices, including connectivity, software, and hardware problems.
  • Assist users with basic Mac and iOS configurations and settings.
  • Maintain awareness of updates and security vulnerabilities for Apple devices.
• Network Printer Management:
  • Troubleshoot printing issues, such as paper jams, connectivity problems, and driver conflicts.
  • Maintain an inventory of network printers and toner cartridges.
• Inventory and Recycling:
  • Maintain accurate records of all IT hardware and peripherals.
  • Track device lifecycles and schedule replacements.
  • Coordinate secure data wiping and proper disposal of retired hardware.
  • Implement eco-friendly recycling practices for obsolete equipment.
• Additional Responsibilities:
  • Participate in IT projects and initiatives as assigned.
  • Stay up-to-date on the latest technologies and industry trends.
  • Adhere to company policies and procedures.
  • Maintain a professional and positive attitude.

Essential Qualifications, Skills, and Technologies

• 3 - 5 years of desktop support experience in a business or corporate environment.
• Knowledge of Office 365 Administration, scripting (e.g., PowerShell, Python), Active Directory, Windows device setups, troubleshooting, and hardware replacements.
• Experience troubleshooting macOS and iOS devices.
• Experience with network printers.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Demonstrates a customer orientation; strength in analytical, math, and reasoning skills.
• Competent in the latest Windows and Microsoft Office suite of products.
• Demonstrated ability to prepare and maintain documentation.
• Demonstrated ability to provide advanced desktop hardware and software support.
• Understanding of TCP/IP, and related protocols.
• Certification in a relevant field, such as A or Microsoft.
• Bachelor's Degree required.

Preferred (Nice-to-Have) Skills or Experience

• Ability to be creative and innovative in a complex technical environment.

Client offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Equal Employment Opportunity Statement: Client provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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