Description:
Duties:
The Associate, IT Support Technician, works on the Infrastructure Operations Team within IT Infrastructure. This position is primarily a hands-on role that will install, troubleshoot, and repair computer systems, hardware, off-the-shelf (OTS) software, and computer peripherals. This person s primary responsibilities include On-Boarding, Off-Boarding, resolving internal user problems, and ensuring the correct operation of personal computers. This person will maintain proper documentation of all equipment and procedures and log all work within the company s incident and problem management system. This position must work closely with business users, Application Development personnel, and peers in IT Infrastructure to support Client business operations.
What You Will do:
- Perform desktop support, i.e., hardware, software, network, printers, scanners, and audio-visual (A/V) equipment, for all internal users, both on-site and remote.
- Perform On-Boarding & Off-Boarding of all personnel concerning deploying & recovering laptops and supporting IT peripheral equipment.
- Image, configure, and deploy Windows 10 workstations.
- Troubleshoot Microsoft Office 365, Adobe Acrobat, Call Center software Five9, and other proprietary software as needed.
- Proactively troubleshoot production issues as needed and identify and capture root causes, action items, and lessons learned after all incidents and infrastructure events.
- Enforce company security procedures and policies by ensuring all workstations meet security guidelines.
- Work to meet all Service Level Agreements (SLAs) for production systems.
- Assist the extended IT Infrastructure Team as needed.
Skills:
What We Need From You:
- Associate 0 to 2 years supporting IT Infrastructure functions
- Windows 10 workstations, printers, and basic networking.
- Healthcare IT Infrastructure and HIPAA compliance experience a plus.
- Solid understanding of desktop systems and OTS applications.
- Excellent hardware skills with an understanding of Dell & Lenovo laptops, peripheral equipment, printers, basic networking, and other competencies to resolve issues promptly.
- Support of Apple Macs and mobile devices in a corporate environment is a plus.
- Excellent customer service skills.
- Ability to troubleshoot and fix Tier 1 & 2 IT-related issues.
- Excellent knowledge of Windows 10, Active Directory, Group Policy, DNS, and DHCP.
- Good knowledge of cloud-based infrastructure support tools and technology.
- Strong written & verbal communication; attention to detail; strong organization skills; ability to manage multiple priorities well; calm under pressure; ability to provide support outside of regular business hours as needed.
Education:
- Bachelor s degree or higher in Computer Science or Engineering. MCSA, A+, Net+ certifications preferred.
Languages:
Certifications & Licenses:
A+
MCSA
Net+
Skills:
Required
IT INFRASTRUCTURE SUPPORT
WINDOWS 10
PRINTERS
BASIC NETWORKING
DESKTOP SYSTEMS
Additional
ORGANIZATION
MULTI-TASKING
HIPAA COMPLIANCE
SUPPORT OF APPLE MACS
OFF-THE-SHELF APPLICATIONS
HARDWARE TROUBLESHOOTING
DELL LAPTOPS
LENOVO LAPTOPS
PERIPHERAL EQUIPMENT
ACTIVE DIRECTORY
GROUP POLICY
DNS
DHCP
CLOUD-BASED INFRASTRUCTURE SUPPORT TOOLS
CUSTOMER SERVICE
TROUBLESHOOTING
TIER 1 IT ISSUE RESOLUTION
TIER 2 IT ISSUE RESOLUTION
WRITTEN COMMUNICATION
VERBAL COMMUNICATION
ATTENTION TO DETAIL
CALM UNDER PRESSURE
HEALTHCARE IT INFRASTRUCTURE
SUPPORT OF MOBILE DEVICES IN A CORPORATE ENVIRONMENT
Minimum Degree Required:
Bachelor's Degree
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