Primary Responsibilities:

• Identify, research and resolve all technical issues
• Perform workstation hardware diagnostics and repairs
• Add and modify users in Active Directory and Microsoft Exchange Server
• Troubleshoot third party applications
• Troubleshoot user profile issues
• Troubleshoot performance issues
• Troubleshoot printing issues
• Configure, network and share printers
• Print server management
• Manage users in hosted services (ie: Office 365)
• Configure wireless access points and troubleshoot wireless connectivity
• Know how to install routers, switches, and access points at customer location
• Know how to troubleshoot internet issues such as packet loss, DNS issues, and service outages
• Configure Microsoft Remote Desktop/Terminal Services and manage active sessions and users on a server
• Troubleshoot file permissions issues
• Troubleshoot performance issues that affect user experience
• Document, track and monitor problems through our ticketing system to ensure a timely and complete resolution

Knowledge of:

• Strong working knowledge of Windows Operating Systems (Windows 8, 8.1, 10,11)
• Strong working knowledge of Microsoft Office (2016,2019 & Office 365)
• Excellent customer service skills over the phone, in person, or via email
• Ability to follow through and make sure issues are resolved
• Ability to quickly learn new skills and technologies
• Ability to troubleshoot issues from the bottom up
• Ability to stay on task and multitask with minimal supervision
• Has or is currently working towards a Microsoft Certification preferred

Ability to:

• Re-image workstations as needed for program changes and system updates; Provide technical assistance and training to system users; Install, modify, and make minor repairs to personal computer hardware and software systems; Communicate and work well with peers across departments; and Prioritize work.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree from four-year College or university preferred and/or at least 1-2 years’ experience in the field. Must complete A+ certification within 3 months of employment.

LANGUAGE SKILLS:

• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

• Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.