Responsibilities:

• Provide a single point of contact to the organization for information technology related
• Identify, research, and resolve software/technical issues.
• Respond to telephone calls, email and personnel requests for IT technical support.
• Analyze and resolve user problems with the aim of eliminating recurrences and reducing calls to the Help Desk.
• Other duties as requested depending on call volume.
• Participate in on-call rotation when circumstances require.
• Be willing and able to respond to after hours and weekend calls.
• Draft FAQs for common help desk issues on supported software systems.
• Establish, document and enforce procedures for coordinating with other help desk resources to provide appropriate coverage.

Required Skills:

• Minimum of 5 years’ experience required
• Superior troubleshooting abilities enabling quick determination/ resolution of software and hardware issues.
• Ability to use logic/reason to identify alternative solutions and apply most effective resolution methodology.
• Excellent written and verbal communication skills.
• Must demonstrate a sense of urgency while acting in a professional, calm manner.
• Ability to stay abreast of changes and updates in relevant technologies.
• Experience with Active Directory, Remote VPN Software, Disaster Recovery, and Anti-Virus required.
• Solid working knowledge and experience in Windows 10, Office 365 Exchange/SharePoint, LAN/WAN.
• Must be a self-starter and team player who also can work independently
• Detail oriented and able to thoroughly document and communicate issues.
• Ability to handle multiple projects in an organized and timely manner.
• Ability to analyze and resolve problems according to established priorities.
• Ability to work in a fast paced, changing environment with individuals from diverse areas of specialization.
• Experience with Microsoft Office applications required.
• Experience with various help desk software a plus.
• Experience with imaging desktops.