Job description: Ongoing Level I Tech Support.

Reports to: IT Manager

Wage Status: Non-exempt (Eligible for overtime)

Preferred Skills and Experience:

• Serve as the first point of contact for employees seeking technical assistance.
• Perform desk-side and remote end user troubleshooting and support for computer, device, application, network, system, access and hardware issues.
• Utilize and maintain the IT support ticketing system to respond to, manage, document and process support requests in a timely and effective manner.
• Onboarding and offboarding employee accounts, email, file server and vpn access, software licensing, and equipment as well as new hire documentation.
• Assist in the creation, buildout and maintenance of automated scripts to handle administrative tasks and streamline equipment setup and configuration.
• Help install, configure, service and maintain computer hardware, devices, software, peripherals, network equipment and services throughout the organization.
• Assist in the identification, recovery and/or replacement of unreturned assets.
• Service, cleaning, and reconditioning of returned equipment for reuse.
• Facilitate repair and/or replacement of faulty/broken hardware including desktops, laptops, cellphones, tablets, printers, and peripherals.
• Assist in maintaining inventory of users, user licenses, devices, systems, IP networks and networking equipment deployed to sites throughout the organization.
• Setup, replacement and upgrade of employee laptops, cellphones, tablets, desk phones and workstation equipment.
• Configuration, maintenance and support for company VOIP system and video conferencing solutions throughout all business locations.
• Assist with the setup, installation, teardown and administration of remote offices.
• Contribute to the creation and maintenance of documentation for internal technical solutions as well user how-to guides for commonly requested support items.
• Maintain and support technology processes and procedures ensuring business continuity with minimal disruption to business operations.
• Help identify and suggest possible improvements on procedures.
• Respond promptly and professionally to alerts and end-user IT issues.
• Inform IT Manager of issues that cannot be solved internally.
• Must be on-site 5 days a week to provide assistance.

Desired Skills and Qualifications:

• Knowledge/Experience working with with MacOS and iOS, Google Workspace/Admin Center and Microsoft Office Suite preferred.
• Understanding of computer systems, security, network and systems administration.
• Understanding of network topologies for troubleshooting connectivity issues.
• Familiar with WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
• Excellent interpersonal, verbal, and written communication skills with ability to interact with diverse personalities.
• Self-motivated with the ability to work independently in an organized manner within a fast-moving environment while working seamlessly with all business teams and levels.
• Ability to multi-task, work under pressure, and handle interruptions.
• Experience troubleshooting common PC and Mac applications/operating systems.
• Strong organizational, analytical and problem-solving skills.
• Must participate in IT on-call rotation schedule; able to respond within 1 hour and be on site within 4 hours for any business-critical interruptions.
• Travel between satellite properties for site and user support.
• Must maintain a polished and professional image.
• Must have a car and a valid driver’s license.
• Attendance is an imperative job function.
• Bachelor’s Degree in related area of study preferred, but not required.
• Employees must fulfill the performance standards of this position and comply with policies, rules and procedures of the company, including those set out in the Employee Handbook or otherwise communicated (verbally or writing) to employees.