Summary of essential job functions

  • Troubleshoot, resolve, and escalate service tickets as needed
  • IT Support relating to technical issues involving Microsoft's core business applications and operating systems
  • Provide remote technical assistance and support for incoming service tickets via emails and calls for issues related to computer hardware, software, and SaaS applications
  • End user support of mobile devices
  • Work with the team to ensure tickets assigned are responded to in a timely manner.
  • Communication skills to participate in project meetings and technical work sessions with co-workers and customers
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or scheduled maintenance outages
  • Orienting new end users in hardware, software, and network systems/services available
  • Produce, maintain, and update technical documentation
  • Ability to work on multiple priorities and/or projects simultaneously
  • The ability to complete training classes, personal study, and certification exams as assigned
  • Other duties as assigned


Minimum Qualifications

  • Associate’s degree, or equivalent work experience.
  • Experience providing remote support via telephone, or remote desktop technology 
  • 2-3 years’ experience with Microsoft Windows 7/8/10
  • 2-3 years’ experience with Microsoft Office
  • 2-3 years’ experience with setting up, configuring & troubleshooting PC & laptop hardware and peripherals
  • 2-3 years’ experience troubleshooting printers
  • 1+ years’ experience with Active Directory
  • 1+ years’ experience of Microsoft 365
  • Basic troubleshooting experience of network connectivity: WAN and LAN
  • Basic troubleshooting experience of remote access solution: VPN and Terminal Services
  • Excellent written and verbal communication skills
  • Strong computer skills and the ability to effectively communicate through e-mail
  • Must be able to push, pull, move and/or lift a minimum of 50 pounds to a minimum height of 3 feet

Preferred Qualifications

  • CompTIA A+/Network+
  • Experience with PSA and RMM tools like ConnectWise Manage and Automate