IT Support Engineer

We have great people here and are looking for more. Come join us - you will love it!

Provides Computer Customer Support (30%)

• Reviews system and management tracking tool (i.e., ManageEngine, JIRA) tickets to confirm ownership and to establish priority for completing ticket work requests.
• Documents work in incident management tracking tool and manages service levels to meet and exceed allowed timeframes per SLA.
• Provides recommendations to advise customers on software and hardware purchases and upgrades and to support customer cost-cutting initiatives.
• Follows up with customers to build and maintain relationships and to obtain feedback on work performance and service levels.
• Troubleshoots technical issues to resolve issues interfering with customer workflow.
• Supports rotating 24 x 5 on-call status schedule on and off-site to provide technical coverage to executives and departmental business-critical applications.

Supports Customer Equipment (30%)

• Examines and inspects equipment to determine damages and to repair and replace equipment.
• Provides loaner equipment when available to users to temporarily replace lost and stolen equipment.
• Interacts and consults with users to review special equipment and peripheral needs and to provide guidance for ensuring operability.
• Coordinates removal of end-of-life equipment to ensure proper disposal, recycle and surplus and to update asset inventory records.
• Troubleshoots Laptops, PCs, Macs Thin Clients, and other hardware we use.

Supports Software and Applications (20%)

• Images new and existing equipment to install appropriate drives, software and configurations and to recover and restore equipment.
• Verifies software licensing agreements to comply with enterprise volume license requirements and limitations.
• Supports enterprise-wide software packages (e.g., Genesys, Microsoft Suite, etc.) to ensure user functionality.
• Assigns rights and maps drives to run and deploy software, perform testing and ensure operability.
• Performs software version upgrades and downgrades to meet user needs and to comply with Information Technology (IT) policies and procedures.
• Troubleshoots AVD, Microsoft Office Applications, Zoom and other applications we use.

Interacts with Enterprise-Wide Departments (10%)

• Receives notifications of V.I.P. trouble tickets to act on and ensure quick responses and issue resolution.
• Interacts with enterprise-wide technicians to resolve technical issues discovered at customer sites.
• Participates in enterprise-wide monthly IT briefings to discuss new services, best practices, maintenance and new initiatives.
• Utilizes internal and external tools to search for information, ask technical questions and provide support to other IT professionals.

Provides Network Support (10%)

• Troubleshoots network connectivity to escalate service issues.

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Equal Employment Opportunities at Sterling 
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.