IT Support

• Identify, manage, escalation, and resolve technical issues. Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks.
• Troubleshoot all information technology issues, including software, hardware, and networking. Monitor installed systems, identify problems, and take corrective action.

Role and Responsibilities:

• As the primary point of contact for IT at this location, the contractor must be approachable and customer-focused, acting as the face of the IT department.
• Key responsibilities include issuing laptops, replacing hardware, and performing software updates.
• Support is provided through an internal ticketing system, where ticket volumes can range from 10 to over 60 per day.
• The contractor will manage tickets and cases via chat, rather than through a call center environment, though in-person assistance is also required, as this is an onsite role in a full office environment.
• Support is provided to company internal employees both on-site and remotely, with remote assistance handled via chat.
• While ticket volumes can be as high as 80 interactions on particularly busy days, there are also quieter days with as few as 10.
• Provide basic technical support to Clients.
• Troubleshoot application issues, basic diagnosing of the desktop/laptop software problems.
• Basic troubleshooting experience with printers is also necessary.
• Responsible for managing the technical support needs of the site.
• This includes overseeing new hire onboarding, maintaining onsite printers, and addressing all technical issues on the premises.

• 2+ Years of IT Experience: Proficiency with hardware management, including building systems, providing training, and assembling laptops.
• 2+ Years of Customer Service Experience: Strong customer service skills, including professional phone etiquette and the ability to interact effectively with internal staff.
• Networking Experience: Understanding of network infrastructure, with the ability to troubleshoot network-related issues and a solid grasp of networking concepts.
• Windows Experience: A strong working knowledge of Windows operating systems is required.
• Experience Flexibility: While candidates should have at least 2 years of relevant experience in total, a diverse background in IT and customer service is acceptable.
• Previous experience troubleshooting desktop, printer and notebook issues.
• Very strong user and support of MSOffice.
• Relevant certifications are a plus.
• Familiarity with networking concepts is also required.
• While a degree is not mandatory, it is considered an advantage.

(Technical, Support, Client, Desktop, Hardware, Software, Windows, Laptops, Workstation, Printers, Installation, Configuration, Troubleshooting, Networking, Active, Directory, Ticketing, ITSM, Microsoft, Office, IOS, Android, VPN, VDI, DHCP, DNS, TCPIP, VLAN, Routing, LAN, WLAN, Servers, Assets, Inventory, Documentation, Onboarding, Offboarding, Conferencing, Audio, Video, Repairs, Deployment, Security, Customer, Communication, SLA, Escalation, Maintenance, Operations, Infrastructure, Peripherals, Technician)

$25 - $29 an hour - Contract