IT Desktop Support

$22 per hour

Integrated Resources Inc

Canton, NY

Pay: $22 hourly
Duration: 12 months, possibility of extension
Schedule: Monday-Friday, 8:00 AM - 5:00 PM

Job Description:

Preferred Qualifications

Associate's Degree (minimum) or 3-5 years of IT experience
Hardware experience beyond imaging/deployment

Preferred Certifications

CompTIA IT Fundamentals
CompTIA A+
CompTIA Cloud+
CompTIA Mobility+
CompTIA Network+
CompTIA Server+

Position Overview

Provide technical assistance and support for incoming service requests and incidents related to computer systems, software, hardware, and infrastructure.
Support users both in person and, at times, remotely at a manufacturing facility in Canton, NY, USA.
Be available for 24/7 on-call coverage.
Possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and Microsoft Office Suites (2010/2013/2016/O365).
Rely on internal training, previous knowledge, and informed judgment to identify, diagnose, resolve, or accurately route tickets in accordance with documented processes.

Daily Responsibilities

Active Directory administration
Limited support for corporate mobile devices
Familiarity with cloud applications (OneDrive, Office 365, etc.)
Troubleshooting Cisco VPN connectivity
Supporting Citrix connectivity
Remediating Symantec Endpoint Protection
Using Dameware for remote support
Using Altiris Deployment Server
Asset management
Microsoft Edge and other browser support
Installation and configuration of Adobe products
Installation and configuration of Check Point endpoint client software
Conference room equipment support
Printer and driver installation/troubleshooting
ServiceNow utilization
Cisco WebEx support
Deployment and configuration of standard IP telephony
Hardware ordering and deployment

Additional Responsibilities

Documentation and records management
Knowledge base utilization
Project participation
Customer scheduling and follow-ups
End-user equipment moves (disconnect/reconnect)
Multi-team collaboration and technical roundtable participation
Standard device imaging via USB/PXE servers
Smart Hands tasks/functions outside of standard operational work

Performance Expectations

Performance is measured using key performance indicators (KPIs), priority matrix adherence, SLA compliance, and customer service.
Provide excellent customer service while adhering to service management principles, documented processes, and team guidelines.
Interact professionally with a diverse group of customers, team members, managers, and subject matter experts in person.
Take ownership of follow-up activities and communicate progress regularly with customers and leadership when requested.
Demonstrate excellent communication skills, technical knowledge, organizational skills, multitasking ability, and prompt time-to-resolution/fulfillment to meet the expectations of the position.

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Vacancy posted 2 days ago

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