IT Support Representative- onsite

JOB SUMMARY: Provide IT advanced support to field technicians and office employees in the use of computer and cell phone hardware and software. This will be on site at the job site in Haskell, TX. Support will be both in person and collaborate with engineering and development teams for advanced troubleshooting.

Primary Responsibilities
Handles walk ups, phone calls, and ticket requests from field staff to solve IT related issues
Provide escalation point for further escalation to app development or engineering team
Utilize MDM and end point management systems to provide remote and automated maintenance of end points.
Possesses advanced knowledge of network topology for corporate sites
Provides instruction in the use of hardware and software used by the company which includes Windows, Android, and iOS operating systems.
Possess strong knowledge of laptop and mobile hardware, as well as video conferencing systems.
Lead various IT related projects in support of business operations
Handles escalations from Tier 1 representatives for advanced troubleshooting
Serves as an escalation point for further escalation to application development or engineering teams
Other duties as assigned

Experience and Skill Requirements
Bachelor s Degree in Computer Science or related field; or 3-5 years experience in a IT support position
Ability to organize and manage multiple priorities simultaneously
Ability to analyze and resolve problems, including the ability to simplify instructions for individuals who have never used computers before
Patience and the ability to remain pleasant and cordial during extended troubleshooting sessions over the phone
Competency in diagnosing, troubleshooting, and resolving system and network related issues on servers, desktops, peripherals, and related equipment. Wide experience with a variety of systems and environments.
Proficiency in Microsoft products and operating systems
A high level of alertness is required when troubleshooting support calls and manually entering accurate information into spreadsheets and reports
Basic knowledge of networking fundamentals

Additional knowledge/expertise in the following is a plus
Microsoft certifications
Knowledge of Cisco switches and firewalls a plus.
CompTIA Network+
Knowledge of virtual machines and system imaging.
CompTIA A+ certification