IT HelpDesk Engineer

Job Responsibilities

• Assist end-users in resolving computer hardware, software, and application problems with the following operating systems: Windows XP, 7, 10.
• Experience with Office Suite 2003-2016 in both installation and Support.
• Experience with Office Communicator and/or Unified Communications installation.
• Install and configure new PC systems using Symantec Ghost, including software configuration for network access and software application installation and configuration.
• Repair and troubleshoot PC related hardware, software, and network issues.
• Build software images for laptops and desktops
• Printer support – works with our maintenance company and manages toner inventory.
• Unified communication, AV, and Video Conferencing support for Conference room meetings.
• Technical phone support for remote users.
• Track outages and respond to requests for clarification of outages
• Provide feedback to the employee on what steps should have been taken
• Identify problematic areas and implement strategic solutions.
• Preserve assets, information security,y and control structures
• Develop and report on metrics on performance
• Challenge existing processes and procedures.
• Assist staff in crisis outage restoral
• Analyze customer requirements
• Give specific, direct troubleshooting information to customers based on experience and judgment
• Maintain a 24-hour on-call presence on all issues
• Check the log book regarding issues, ensuring items are recorded in a timely and accurate fashion
• Act as a point of contact to the Tier 2 and Tier 3 support teams during system outages.
• Some weekend support of projects when necessary.
• Procurement of IT-related equipment.
• On-call Support – Rotational.

Benefits