Systems Support Technician

• Troubleshoot, repair, install and upgrade desktop/laptop computer systems within the client’s Corporate LAN/WAN environment for local and remote offices. Provide 24x7 on-call support in rotation with other Support Desk and Network Administration staff.
• Set up and troubleshoot domains, user accounts and software accounts.
• Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.
• Add or replace memory, new keyboards, motherboards, and other components.
• Coordinate with vendors to resolve, monitor and maintain the Support Desk trouble ticket system and ensure that customers are assisted in accordance with established Service Level Agreements.
• Manage LAN backups and monitor Corporate Anti-virus and Anti-SPAM systems. Develop and write procedures for installation, use, and troubleshooting of desktop/laptop hardware and software.
• Apply knowledge of computer software and hardware to resolve user issues. Provide users with guidance in the proper use of GTC’s standard software toolset, including but not limited to: Microsoft Office, Emulation software, Cisco AnyConnect, MS Outlook.
• Provide support for ancillary IT services, including but not limited to: LCD projectors, video conferencing and audio-conferencing equipment, printers, fax machines.
• Communicate technical issues with co-workers to research and implement solutions. Coordinate priorities with co-workers to ensure that the issues with highest priority are completed first and that all co-workers are kept up to date on the status of any issue through the frequent use of the Support Desk trouble ticketing system.
• Escalate complex or high impact issues/events to other team members or support groups in a timely and appropriate manner.
• Assist with the creation of and upkeep of accurate LAN/WAN documentation. Maintain a good working relationship with the TC network support personnel to ensure that impacts of changes to the GTC network are clearly understood.
• Keep skills in relevant technologies up to date and takes steps to constantly improve those skills.

Education: BA/BS degree in information technology, computer science or closely related field or equivalent job experience, A+ Certification, Microsoft Certification.

• 1-2 years of experience as a Microsoft Windows Desktop Support Technician or similar role in an environment containing a minimum of 25 Windows desktop/laptop systems which utilized Windows server based file sharing, e-mail and print services.
• 1-2 years of experience with installation/upgrade of Intel/AMD hardware (preferably Dell), Microsoft Office and Microsoft operating systems.
• Good hardware troubleshooting capabilities (specifically Intel/AMD systems) and experience interfacing with vendor support organizations (i.e. Dell Support) for advanced repair/replacement.
• Excellent customer service skills. Ability to clearly articulate technical issues and solutions to non-technical users and to follow-through on completing tasks in a timely manner.
• Solid understanding and experience with LAN/WAN/Internet environments. (TCP/IP knowledge – IP addresses, subnet masks, default gateway…etc.)
• Ability to create user guides and system documentation for training, organization and reference uses.
• Excellent troubleshooting skills.
• Ability to thrive in a dynamic environment.
• Proficiency with using and maintaining MS Office.
• Effective written and verbal interpersonal communication skills.
• Ability and desire to learn new technologies.
• Ability to work both independently as well as on teams.