Careers

GENERAL PURPOSE OF JOB

Under minimum supervision perform operational activities of the Service Department in the delivery of services and support for business clients.

Reports to:

Help Desk Supervisor / Service Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

• Complete assigned tickets in a timely and efficient manner.
• Create, document, and update all work on assigned tickets in the client management software.
• Perform on-call duties and follow designated procedures when assigned to the support rotation.
• Maintain antivirus solutions to include checking alerts, cleaning computers, and installation.
• Ensure automated patching for managed servers and workstations are executed in a timely and efficient manner.
• Perform preventative maintenance routines on managed network devices such as servers, workstations and firewalls and remediate as appropriate.
• Monitor NOC email folder for alerts and create new tickets as appropriate.
• Creation and maintenance of client network diagrams.
• Assist in information gathering and triaging of new client tickets.
• Perform resolution activities within established procedures and escalate service ticket as appropriate.
• Implement Active Directory account and password changes.
• Install printers and troubleshoot printing environments.
• Monitor, troubleshoot and maintain server backup solutions.
• Support and troubleshoot desktop issues.
• Perform initial configuration of new workstations and servers.
• Troubleshoot network connectivity issues both wired and wireless.
• Provide assistance with remote capabilities for clients.
• Virus and malware remediation and monitoring.
• Perform Help Desk I Technician portion of the Onboarding and Offboarding checklists for new or former clients.

ADDITIONAL POSITION REQUIREMENTS

• Perform routine cleanup of the tech bench and workspace.
• Respond to customer inquiries and requests.
• Track, document, and submit time and expense reports.
• Carry out duties in compliance with all state and federal regulations and guidelines.
• Comply with all company and client site policies and procedures.
• Remain current in profession and industry trends.
• Make a positive contribution as demonstrated by:
  • making suggestions for improvement.
  • learning new skills, procedures and processes.
  • learning new technologies.
• Be available for other duties as required.
• Be available for overtime as needed, including evenings and/or weekends.
• Participate in the on-call rotation schedule.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS EDUCATION and/or EXPERIENCE

• This position requires 1 year of Information Technology experience.
• High School Diploma or General Education Diploma is required.

TECHNOLOGY SKILLS

• Demonstrated ability to use the Microsoft Office suite.
• Experience troubleshooting and maintaining workstations.
• Experience troubleshooting routers, switch hardware, firewalls and TCP/IP.
• Apply technical expertise to analyze the results of troubleshooting activities to develop and implement solutions.

LANGUAGE SKILLS

• Read and interpret documents such as safety rules, operating and maintenance instructions, and standard operating procedure manuals.
• Write routine reports, business and technical correspondence, and narrative summaries of completed tasks and activities.
• Ability to effectively communicate with clients.

MATHEMATICAL SKILLS

• Apply concepts such as fractions, percentages, ratios and proportions to practical solutions.
• Apply basic statistical theories and concepts to achieve technical solutions.

REASONING ABILITY

• Define problems, collect data, establish facts and draw valid conclusions.
• Apply appropriate concepts, theories, and methodologies to perform root cause analysis and demonstrate deductive reasoning to solve technology problems.
• Rely on independent thinking and the ability to follow pre-established guidelines to perform the functions of the job.
• Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

OTHER SKILLS, ABILITIES OR QUALIFICATIONS

• Successfully complete any regulatory and all job training requirements.
• Successfully obtain assigned industry certifications to enhance technology competence.
• Ability to perform repetitive tasks while maintaining speed of work and attention to detail without loss to productivity.
• Ability to perform under stress in cases of emergency or critical situations.
• Ability to work with others in a team environment.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is frequently required to stand, walk, use hands to finger, handle or feel, and talk or hear.
• The employee is frequently required to sit, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl.
• The employee must occasionally lift and/or move up to 60 pounds.
• Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

TRAVEL REQUIREMENTS

• Must have and maintain in valid status a drivers’ license and vehicle insurance coverage.
• Must have and use personal transportation to commute to customer sites to deliver services of the company and execute the essential functions of this position.

HOW TO APPLY:

Please submit your resume to jobs@techsolutionsinc.com.