IT Desktop Support - job 1 of 2

This position provides basic technical on-site and remote support including diagnosis of user problems related to specific supported hardware, software, and networking services provided by the IT department. Reporting directly to the director of network engineering, this position serves as the first point of contact troubleshooting, technology training, and new technology needs and facilitates the next level of support personnel for issues he/she cannot individually resolve.

• Install and configure new hardware, maintain existing hardware, and track hardware inventory in real-time
• Problem recognition, research, isolation, resolution and follow up for all computers and software
• Operating system and software installation and configuration and maintain an accurate software license tracking system in real-time
• Asset management - responsible for tracking desktop hardware and software inventory in real-time
• On-site support - participate in end-user support and problem management for all areas of the IT infrastructure.
• Coordinate with supervisors to provide high-quality support for new systems, projects and upgrades
• Other duties as assigned

STANDARD QUALIFICATIONS:

The requirements listed below are representative of the knowledge, skill, and/or ability required. The primary requirements of this position include but are not limited to the following:

• Experience in a BPO environment
• Desktop Support or IT Help Desk experience
• Proficiency researching and troubleshooting complex problems and errors
• Demonstrated ability with basic networking, and telephony
• Demonstrated ability to research, plan, document, and execute complex tasks/projects
• Excellent written and oral communication skills
• Excellent interpersonal and customer service skills
• Excellent work ethic and dedication
• Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience
• CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP) are a plus but not required

• Experience with multiple operating systems including Windows, MacOS and ChromeOS
• Experience with O365 and Google Workspace
• Proficiency researching and troubleshooting complex problems and errors
• Demonstrated ability with basic networking, and telephony
• Demonstrated ability to research, plan, document, and execute complex tasks/projects
• Excellent written and oral communication skills
• Excellent interpersonal and customer service skills
• Excellent work ethic and dedication
• Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience
• CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP) are a plus but not required