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IT Helpdesk Technician

SUMMARY:

The Help Desk Technician I/II identifies, researches, and resolves technical problems of moderate complexity. Provides support to end users for computer, application, system, device, access, and hardware issues. Documents, tracks, and monitors problems using applicable systems and tools. In addition, Help Desk Technicians may coordinate with other teams or departments to resolve user problems. Works under moderate supervision.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Install operating system and company applications on new computers.
Configure on-premises workspaces with computers, monitors, telephones, port replicators, battery backups etc.
Configure and support shared mini-computer stations.
Provide user and technical support for on-premises, and remote employees.
Responsible for VPN account setup/management and support.
Responsible for Active Directory and Microsoft Office 365 user and group creations and configurations.
Utilize Active Directory Group Policy to manage Users and Organizational Units.
Assist in managing wireless networks for multiple buildings and troubleshoot problems with wireless connectivity.
Install and manage all printers/copiers.

Manage badge printing operations, including creating, credentialing, and administering.
Monitor backup software and restore files/directories whenever needed.
Provide support for VoIP & Company issued phones
Provide support relating to Windows OS.
Update company intranet in Microsoft SharePoint.
Assist in maintaining stock and organization of IT supplies.

Manage and maintain the ticketing system queue, ensure timely updates and accurate documentation of all requests.

QUALIFICATIONS:

Able to work independently, under general supervision.
Excellent communication skills.
Must be able to work a flexible schedule when required.
Must be able to multitask.
Ability to lift a minimum of 30 to 50 lbs.

EDUCATION/EXPERIENCE:

Associate degree in information technology or equivalent experience.
Minimum of 3 years’ experience in an IT related field.
Relevant technical certification preferred.
Experience with Windows Server, Desktop operating systems and hardware, as well as server virtualization in Microsoft AZURE.
Experience supporting WAN/LAN in a corporate environment.
Experience with enterprise technologies and platforms including Microsoft Exchange, Microsoft SharePoint, ThreatLocker, ticketing systems, and Ubiquiti networking solutions is preferred
Advanced troubleshooting skills.

LANGUAGE SKILLS: Ability to read and understand English instructions.

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