User Support Technician

Position Summary: IT Help Desk support (On rotating basis with some after-hours coverage): Answer help desk phone calls. Route help desk tickets to appropriate technicians or support groups. Provide on the spot troubleshooting as time allows. Provide support through Microsoft Teams. Provide walk up support., * Answer help desk phone calls.

• Route help desk tickets to appropriate technicians or support groups.
• Provide on the spot troubleshooting as time allows.
• Provide support through Microsoft Teams.
• Provide walk up support.
• Provide local support for the following systems (installation, upgrades, troubleshooting): PC/Laptop Hardware and Software, Network Peripherals, Printers, Copiers, Telephone System, Enterprise/Business Applications.
• Maintain loaner laptops and projectors.
• Hardware procurement, inventory, disposal support.

• Windows 10 & 11 experience.
• Microsoft Office 365 experience.
• Knowledge of Laptop/Printer Hardware.
• Networking and Wireless skills a plus.
• PC/Laptop build experience.
• Active Directory and Microsoft Exchange/O365 experience.
• Desktop support tools knowledge.
• Anti-Virus, Malware, Spam, and other security remediation experience.
• Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed.
• Ability to be an active participant and contributor on a professional IT Support Team.
• Good communication skills, telephone support skills, and interpersonal skills with a customer service focus.
• Ability to plan/organize time and workload.
• Ability to follow standard processes/procedures.
• IT service management system experience desired (ServiceNow experience a plus).
• Entry level position, all relevant experience considered, some PC support experience required but this can be in an educational or informal setting.
• Good troubleshooting and technical skills.
• Good communications skills.

Working Conditions & Physical Demands:

• Must be able to lift 50 lbs.