IT Support - Tier1/Tier2

Provide support on basic technical issues and solve them.
Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be customer-oriented and patient. Must follow through on all tasks to not only complete a task but complete them correctly by maintaining proper attention to detail, organization, and prioritization. This position requires to demonstrate the ability to quickly gain new skills and knowledge either hands-on or through research. Possess good written and verbal communications skills. Understand attendance, time management and team skills are necessary in maintaining good work ethics.

Essential Responsibilities and Duties:
• Field Help Desk calls via phone, email, & tickets to create the initial record of the request or incident
• Possess good customer service skills, patient and friendly in identifying and supporting end users
• Resolve technical problems with Local Area Networks (LAN) & Wide Area Network (WAN)
• Tests network connectivity and access to ensure security, integrity and accuracy of data transmitted
• Install, configures, implements, and maintains desktop client software MS applications (Outlook, Exchange, Internet Explorer, Office, Windows, etc.)
• Install, relocates, and supports PCs, printers, and other computer-related equipment
• Maintains Anti-Virus system updates
• Visit all departments to help with technical issues
• Assist with the installation, configuration and management of network equipment as assigned
• Coordinate to track, manage and reconcile asset database changes including decommissioning/disposal
• Some administration and hardware support of the servers as requested by the IT Manager
• Upgrade systems and processes as required for enhanced functionality and security issue resolution
• Administrate infrastructure, including firewalls, malware protection software and other processes
• Support Microsoft Office 365 users throughout offices
• Set up/support presentations and video calls for meetings, trainings, and workshops
• Work with Project manager and Vendors to deliver IT projects on a time and in budget
• Map appropriate network drive to users and other technical equipment
• Run diagnostic programs to resolve problems
• Other duties as assigned.

Education and Experience:
• Associate Degree in IT related field
• A+ Cert or equivalent experience preferred
• Effective problem-solving skills
• 4+ years’ experience in help desk systems
• Advanced proven ability to install and maintain hardware and software products
• Analytical and problem-solving skills
• Ability to respond to help desk requests after hours on a call rotation
• Time management skills
• Strong communication skills (written and verbal)
• Ability to handle multi-task, set priorities & meet deadlines
• Ability to work in a team and individually
• Familiarity with VoIP phone systems
• Experience in healthcare environment