$19.24 per hour; Monday thru Friday; 8 am to 5 pm
Full-Time, Non-Union position
This individual is a responsible and dependable goal-driven team player with solid organizational skills and a keen attention to detail. This position will be responsible for troubleshooting a variety of equipment and issues including Windows, servers, desktops, laptops, thin clients, network connectivity equipment, printers, Android and iOS devices, thin clients, software issues and network connectivity. Use problem solving skills to search for solutions, analyze user/client questions, system issues, and root causes of problems, follow troubleshooting steps to correct issues and escalate tickets to Senior IT staff as needed in a timely manner. Manage ticket queue effectively and provide excellent customer service.
Ability to respond to customer issues via phone, email, web ticket entry, and face-to-face.
Respond to user trouble reports and personally visit associates to troubleshoot the nature of the problem and take the necessary course of action to resolve it.
Identify and report problem trends which may indicate system-wide problems or malfunctions to Senior IT staff.
Provide excellent customer service when assisting users.
Answer questions and recommend solutions to assist clients experiencing problems in a prompt, accurate and efficient manner by listening to client descriptions of problem situations; identifying and courteously asking questions to elicit clarifying information about the problem; and analyzing the information obtained through questioning to diagnose and identify solutions to the problem by taking appropriate corrective action to resolve the problem in a timely manner to the end users satisfaction.
Excellent verbal, written communication, and listening skills. Interacts professionally and courteously with co-workers and clients.
Thoroughly document issue details and troubleshooting steps
Ability to keep track of inventory when replacing parts and replacing hardware and software licenses.
Troubleshoot all network related issues and escalate as needed.
Responsible for supporting end users in the use of various software programs.
Logs tickets, resolve problems, refer issues to others and follow up to ensure resolution.
Makes recommendations concerning technical support procedures.
Understanding of IT to resolve technical as well as functional issues as directed by Senior IT personnel.
Participates in IT meetings.
Confers with IT personnel to identify problems.
Assists in specialist projects as requested by Senior IT personnel.
Deploys desktops, laptops, monitors, phones, and peripherals as instructed by Senior IT personnel.
Troubleshoot and repair malfunctioning IT managed equipment such as desktops, laptops, phones, etc.
May be assigned special projects to research new technology and solve more complex problems.
Manages documentation for IT department as necessary.
Performs other duties as assigned.
High School diploma or GED required; Associate Degree in Computer Science or Information Systems preferred. At least one year of experience working in a help desk environment.
Minimum of one year of relevant experience. Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Strong background in Microsoft Operating System (Windows 7, 8, 10; Server 2012-2019), Microsoft Office, PCs and various peripherals like monitors, printers, faxes, scanners and input devices (keyboard and mouse). Must have strong working knowledge of various desktop applications that may be found on a PC; including Web Browsers, Readers and Viewers. Strong background with various types of Smartphones (Android and IOS). Knowledge of Active Directory and Exchange management console is a plus.
Valid Connecticut Drivers License and access to a privately owned vehicle.
EOE AA M/F/Vet/Disability