Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as the initial point of contact for product related problems that includes monitoring of ticketing system and phone support (30-60 support requests per day).
• Provide technical assistance and support for incoming calls and tickets related to hardware and software issues.
• Respond to incidents and requests over the phone and email.
• Provide end user support for Windows 10, MacOS, iOS, Android, 8x8 IP Phone system, Active Directory, Microsoft Office and enterprise applications, problem troubleshooting, repair/fix, and ongoing support process improvements.
• Deployment of new workstations, laptops, tools & virtual machines
• Work closely with other IT team members to drive productivity, system uptime and client satisfaction.
• Follow up on outstanding requests and ensure timely resolution.
• Document all steps taken and issue resolution
• Create accounts and deploy hardware as part of the on-boarding process.
• Ask detailed questions and properly troubleshoot to determine the root cause of the problem.
• Walk internal customers through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Escalate requests to appropriate staff for resolution
• Follow up with customers to ensure issue has been resolved.
• After hours' support is occasionally required
• Provide feedback and recommendations for process improvements
• Resolve some LAN and WAN issues with your Ethernet and network knowledge.
• Patch desktops, laptops and servers when necessary.
• Learn Networks (WAN) and other systems.
• Install computer peripherals for users.
• Adhere to all company policies and procedures.
• Support for internal asTech® Web Applications (Zeus, Athena, etc.)
• Support Operations Support team for all IT related tool issues
• Support private cloud environments hosted by 3rd party vendors
• Participate in a weekly rotating on-call schedule
• Escalates issues to Sr. Helpdesk Technician & Systems Administrator as needes.
• Other Duties: Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Qualifications:

• Technical school graduate or completed course work; Associates Degree
• 1-3 years' experience in IT Service/Help desk role.

Preferred Qualifications/Skills:

• Bachelor's Degree in Computer, Networking or IT related area
• Computer Networking. Wired, Wireless, Knowledge of routing, DHCP, DNS, TCP/IP
• Operating systems. Microsoft Windows 10, Server 2016, MacOS.
• Apple device support.
• Knowledge of MobileIron, or other MDM solutions.
• Ability to properly install, configure and troubleshoot issues with peripherals such as printers, scanners, digital cameras, and webcams
• Experience supporting end users using VMware Horizon View
• Experience accessing and administering servers running on VMware vSphere
• Excellent verbal and written communication skills
• Ability to continually learn, be trained and accept constructive feedback
• Detailed and goal oriented
• Ability to handle a consistent volume of calls, emails and chats
• Ability to keep efficient and organized while handling multiple tasks or multiple customers at the same time
• A+, Network +, MCSE certifications are a plus

Work environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.

Physical demands

Physical requirements include occasional lifting/carrying of 25 pounds; visual acuity, speech, and hearing; hand and eye coordination and manual operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.

Affirmative Action/EEO statement

The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.