Helpdesk Associate Tier 1

At Ole, we are seeking an experienced IT Support Technician to support and troubleshoot day-to-day technology issues of our employees, including but not limited to desktop applications, custom applications, and computer hardware.

• Manage, configure, troubleshoot, and repair Handheld scanners, desktop computers, laptops, phones etc.
• Track and update IT inventory
• Respond to hardware and software support issues from employees for Microsoft Office applications (Word, Outlook, PowerPoint, Excel), Phone/Voicemail, Printers, Mobile devices etc.
• Set up and remove user accounts on systems including Office 365 accounts, network, email, phone, security, etc.)
• Create desktop computer and laptop images
• Set up and configure new computers
• Install application software
• Maintain (patches, updates and fixes) software used on desktop systems including OS, anti-virus and malware protection
• Work with vendors to help resolve technical issues
• Lift, move IT equipment and rearrange work areas for employees
• Create and maintain process documents
• Basic networking skills such as connecting the computers to domain, troubleshooting network connection issues etc.
• Perform miscellaneous related duties and other duties as assigned

• Certificate or Diploma from a Technical School plus one year of directly related experience
• Excellent interpersonal, verbal, and written skills
• Strong problem-solving and analytical thinking skills
• Experience using Windows 10, and Office 365 a plus
• Experience with Help Desk software, IT Glue Documentation software, ConnectWise RMM tool, Sophos Email Gateway, and Active Directory is preferred
• Ability to multi-task and prioritize assignments