Schedule- 8 am-5 pm, weekends, holidays, early mornings, and late nights as needed
2+ years of experience, MS Office, ticketing, networking protocols
This position is responsible for supporting end-user issues escalated by the Service Desk and fulfilling end-user service requests for hardware and software needs. This includes the installing, configuring, diagnosing, repairing and upgrading all user systems while ensuring optimal performance.
Must Have Requirements: • Bachelor's degree in information technology, Computer Science or related with 2-4 years of relevant experience or equivalent • Proficiency in Microsoft Office. • Familiar with various operating systems protocols and tools. • Ability to work independently or with limited direction. • Ability to provide support during non-core business hours including weekends and holidays, as required. • Ability to establish and maintain a high level of customer trust and confidence. • Capable of performing tasks in dynamic/changing situations and under stress. • Familiar with network protocols • Familiar with Apple operating systems and hardware.
Responsibilities: • Responsible for troubleshooting hardware and software related issues. Ability to interpret the symptom or issue being reported and diagnose the root cause. May be required to engage technical resources from hardware and software vendors to diagnose complex issues. Must provide end-user with resolution and / or workaround in a timely manner. • Responsible for fulfilling Service requests for new or replacement hardware. Must follow standard process and procedures to image, configure and install software. Ensures equipment is added to the domain and anti-virus and patches are at current levels. Manages deployment of equipment to end-user, performing data transfer when necessary and an overview to end-user on the operation of new equipment and software. • Responsible for reviewing accuracy of incidents received via the Service Desk and Self-Service assigned to the desktop group. Ensure all subsequent actions taken to investigate, diagnose or resolve the incident are recorded in the work notes. This information is essential for further investigation if escalation is required. May assist in reducing MTTR on future incidents of the same nature. Must keep end-user updated with current status through ServiceNow. • Responsible for supporting business events. This includes planning and delivery of support at High Point fall and spring markets, Business Update meetings, events hosted both on-site at Monroe HQ and at off-site locations. • Participates on Business Projects requiring desktop support for hardware and / or software deployments. May be requested to participate in developing documentation for new software installation procedures. Provides assistance to remote IT resources, when necessary. • Ability to implement small system installations without immediate supervision.