IT Help Desk at Cross Technologies Inc in Greensboro, North Carolina

Job Description:

Job Summary

Provide support for issues related to computers, phones, applications and network including problem determination, escalation, tracking and resolution. Assists local and remote users with resolving computer hardware, software and network/voice communication/connectivity issues. Perform IT onboarding and offboarding duties including account creation and deletion, password resets, Windows PC rollouts and following detailed checklists.

Essential Functions

1. Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support. 


2. Provide oral, written or hands-on support for all hardware, software and phone issues.


3. Apply working knowledge of G Workspace, Windows 10, laptop and printer hardware, mobile devices, Okta and end-user network administration (password resets, permissions, restarting services, wireless access).


4. Responsible for user, account and service provisioning


5. Responsible for installing/deploying software on endpoints


6. Responsible for new computer, laptop, mobile device setup, deployment, training and documentation.


7. Responsible for assigning and escalating new incoming support requests


8. Record, track, escalate, update calls and close tickets through problem management software.


9. Effectively communicate technical information to non-technical audiences.


10. Take responsibility for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery.


11. Coordinate activities with other team members.


12. Manage mobile device setup and assignments.

Education & Experience

1. Industry certification such as CompTIA A+ preferred 


2. 1-2 years of working experience with supporting and troubleshooting of Windows 10 computers


3. 1-2 years of working experience deploying Windows 10 workstations and configuring for the recipients


4. Must understand TCP/IP networking and be able to troubleshoot


5. Experience with Android and iOS operating systems 


6. Exceptional customer service skills 


7. Exceptional written and verbal communications skills

Required Competencies

1. Provide troubleshooting and support both in person and via telephone for end-user issues


2. Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority 


3. Modify configurations, utilities, software default settings 


4. Install, test and configure new workstations, peripheral equipment and software


5. Assist with desktop and monitor setup (able to lift and carry at least 30-50 lbs) 


6. Assist with onboarding of new users 


7. Maintain inventory of all equipment, software and software licenses 


8. Document internal procedures 


9. Ability to resolve many issues without escalation to other staff and can discern when to ask advice and/or escalate. 


10. Perform other duties as assigned

Physical & Mental Requirements

Physical 

1. Most tasks are performed indoors. Temperature is moderate. 


2. Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day-to-day and task-to-task. 


3. Requires dexterity to use and operate all necessary equipment. 


4. Position includes regular travel to and from locations and may include vehicle or air travel.


5. Ability to spend extended lengths of time viewing a computer screen. 


6. Requires normal range of hearing and vision. 

Mental 

1. Ability to deal with a variety of emotions and frustration in making business decisions. Emotional stability and personal maturity are important attributes in this position. 


2. Ability to analyze complex information with many variables to choose the most effective course of action for the organization at any given point. 


3. Ability to resolve problems, handle conflict, and make effective decisions under pressure.


4. Must be able to communicate providing verbal feedback in a professional manner.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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