IT Support Assistant

JOB SUMMARY: Primary role is to provide technical support to users via phone, email or in-person. Additionally, employee will assist IT Manager & Network Administrator in maintaining company network devices/equipment and other IT related tasks as needed. The ideal candidate will have the ability to shift focus in response to changing demands in a dynamic environment. They will be able to quickly determine the root causes of system issues and resolve or escalate problems equally quickly. ESSENTIAL JOB FUNCTIONS:

• Provide support to internal customers for all IT applications, phones, video conference, ATM’s, printers etc.
• Monitor Help Desk ticket system and provide support to employees by receiving, recording, resolving and/or escalating support tickets submitted.
• Maintain, setup, repair all Desktop Equipment which includes: Computers, Laptops, Printers, Mobile devices, and associated peripherals.
• Assist the Network Administrator in their other duties, including but not limited to: deployments, running cabling in existing and new facilities, creating and managing user accounts, managing and troubleshooting printers.
• Assist with administration of the company’s email, phone & video conferencing.
• Assist in performing software/hardware upgrades to systems as needed.
• Perform daily file transfers & reconciliation for customer statement/notice files.
• Provide backup for Document & Item Processing staff.
• Generate and gather reports to assemble monthly Audit report.
• Update procedures and other documentation.

ADDITIONAL RESPONSIBILITIES:

• Perform other duties and projects as required by management.
• At times, may require nights and weekend hours to perform scheduled system upgrades and maintenance.
• Backup other team members as needed.
• Must be able to meet attendance and punctuality standards.
• Effectively work and cooperate with supervisors, co-workers and customers.
• Follow the directions of supervisor., This work is sedentary and requires the following physical activities:
• Sitting for long periods of time; occasional bending, squatting, kneeling, stooping; good finger dexterity and feeling; frequent repetitive motions; talking, hearing, and visual acuity.
• Climbing ladders up to 12 feet in height
• Frequent lifting (up to 100 pounds, including workstations, monitors and other IT supplies, to include UPS).
• Driving to client locations and other sites as needed.

Do you have experience in WAN?, Do you have a High school diploma or GED?, * High school diploma or equivalent.

• Basic understanding of Active Directory and TCP/IP networking in a mixed LAN/WAN setting.
• Experience with desktop and server operating systems.
• Strong customer service experience.
• Strong problem solving / troubleshooting skills.
• Strong ability to multi-task.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong verbal and written communication skills.
• Strong interpersonal skills: able to work well with a wide range of people and personalities.
• Strong organizational and time management skills.
• Demonstrate dependability through good attendance and adherence to timelines and schedules.
• Strong follow through on projects and deliverables.
• Strong analytical and problem-solving skills.
• Demonstrate resourcefulness and ability to take initiative in development and completion of projects.
• Strong sense of customer service, and confidentiality.