IT Support Assistant

EOE M/F/Vets/Disability Affirmative Action Employer

JOB SUMMARY: The primary role is to provide technical support to users via phone, email, or in person. Additionally, the employee will assist the 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 conferences, ATMs, printers, etc.
• Monitor the Help Desk ticket system and provide support to employees by receiving, recording, resolving and/or escalating support tickets submitted.
• Maintain, setup, and 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, and 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 reports.
• 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 the supervisor.

MINIMUM QUALIFICATIONS FOR CONSIDERATION:

• 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 the development and completion of projects.
• Strong sense of customer service, and confidentiality.

PHYSICAL REQUIREMENTS

This work is sedentary and requires the following physical activities:

• Sitting for long periods; 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, including UPS).
• Driving to client locations and other sites as needed.

WORKING CONDITIONS:

• Normal office environment.

NOTE: The above statements are intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees in this position.