Pay: $22 hourly
Duration: 12 months, possibility of extension
Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Job Description:

Preferred Qualifications

• Associate's Degree (minimum) or 3–5 years of IT experience
• Hardware experience beyond imaging/deployment

Preferred Certifications

• CompTIA IT Fundamentals
• CompTIA A+
• CompTIA Cloud+
• CompTIA Mobility+
• CompTIA Network+
• CompTIA Server+

Position Overview

• Provide technical assistance and support for incoming service requests and incidents related to computer systems, software, hardware, and infrastructure.
• Support users both in person and, at times, remotely at a manufacturing facility in Canton, NY, USA.
• Be available for 24/7 on-call coverage.
• Possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and Microsoft Office Suites (2010/2013/2016/O365).
• Rely on internal training, previous knowledge, and informed judgment to identify, diagnose, resolve, or accurately route tickets in accordance with documented processes.

Daily Responsibilities

• Active Directory administration
• Limited support for corporate mobile devices
• Familiarity with cloud applications (OneDrive, Office 365, etc.)
• Troubleshooting Cisco VPN connectivity
• Supporting Citrix connectivity
• Remediating Symantec Endpoint Protection
• Using Dameware for remote support
• Using Altiris Deployment Server
• Asset management
• Microsoft Edge and other browser support
• Installation and configuration of Adobe products
• Installation and configuration of Check Point endpoint client software
• Conference room equipment support
• Printer and driver installation/troubleshooting
• ServiceNow utilization
• Cisco WebEx support
• Deployment and configuration of standard IP telephony
• Hardware ordering and deployment

Additional Responsibilities

• Documentation and records management
• Knowledge base utilization
• Project participation
• Customer scheduling and follow-ups
• End-user equipment moves (disconnect/reconnect)
• Multi-team collaboration and technical roundtable participation
• Standard device imaging via USB/PXE servers
• Smart Hands tasks/functions outside of standard operational work

Performance Expectations

• Performance is measured using key performance indicators (KPIs), priority matrix adherence, SLA compliance, and customer service.
• Provide excellent customer service while adhering to service management principles, documented processes, and team guidelines.
• Interact professionally with a diverse group of customers, team members, managers, and subject matter experts in person.
• Take ownership of follow-up activities and communicate progress regularly with customers and leadership when requested.
• Demonstrate excellent communication skills, technical knowledge, organizational skills, multitasking ability, and prompt time-to-resolution/fulfillment to meet the expectations of the position.