PRIMARY FUNCTIONS:

In this role you will be expected to:

• Work at our Birmingham, AL office to provide remote technical support and remote technical support for our child divisions across the eastern region.

• Work in a team environment, able to follow duties assigned by the IT Manager.

• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolution, prioritizing problems, asking pertinent questions, and assessing impact of issues. 

• Develop and provide technical training to end-users when asked.

• Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the helpdesk. 

• Direct unresolved issues to the next level of support personnel. 

• Use the Ticketing System, log details of work performed, time, and resolution steps, immediately after each intervention. 

• Follow up with users to ensure full resolution of issues. 

• Deploy, install, and manage computers and other devices in accordance with corporate standards. 

• Play a strategic role in the on-boarding and off-boarding system, ensure that users are properly set up in the system by providing end-user account administration services (add/change/remove). 

• Assist with monitoring and maintaining inventory of all hardware and software in use by the company. 

• Participate in Acquisition Projects, assisting with technology integrations of new divisions. 

• Other related duties as required.

MINUMUM REQUIRMENTS:

The ideal individual we are seeking needs to have a background in the Information Technology field.

• An associate or bachelor’s degree, in Information Technology or Computer Science is preferred. Or three years of equivalent work experience without an associate or bachelor’s degree.

• Ability to follow verbal and written instructions, excellent organizational skills, and attention to detail.

• Helpdesk Knowledge of Microsoft 365, Microsoft Intune, Share Point, Exchange, and One Drive.

• Ability to complete on-job training of applications, hardware, and software.

• Ability to work independently with minimal supervision when applicable. 

• Experience in a customer-facing role providing technical support and assistance.

• Strong technical knowledge of computer systems, including hardware, software, and networking.

• Proven analytical and problem-solving abilities to maintain computer systems and network infrastructure related issues.

Work Schedule:

• 8-Hour Shift 7AM CST – 4PM CST

• Monday to Friday

• In person, with remote support at the Birmingham Office.