Summary:Provides day-to-day technical support to manufacturing, office employees, and VIPs in support of their computing environment.
Installs, configures, and troubleshoots laptops, desktops, workstations, related peripherals, and network connectivity.
Maintains passwords, data integrity, and file system security for the end-user computing environment.
Communicates highly technical information to both technical and nontechnical personnel.
Recommends hardware and software solutions, including new acquisitions and upgrades.
Contributes technical and procedural knowledge to the knowledge base.
Participates in information technology projects.
Other duties as assigned.Essential Duties and Responsibilities Does the installation, configuration, and deployment of desktop systems, workstations, laptops, mobile devices, printers, and copiers to support and improve the end-user environment.Support on daily IT Incident and service request.Maintains user accounts, data integrity, and file system security for the desktop environment following company processes.Recommends hardware and software solutions, including new acquisitions and upgrades.Ensures encryption, patching, virus protection, and backup of endpoints.Troubleshoot routine and more advanced problems with end-user computer equipment and network connectivity.Provides end-user support in person, via chat, with remote support tools, and by telephone.Provides support to the service desk team, including feedback and process improvement.Functions as an escalation point for incoming incidents, problems, or requests.Communicates highly technical information to both technical and nontechnical personnel.Drafts, reviews, improves, and approves documentation and Knowledge Base articles relevant to the configuration, maintenance, and troubleshooting of desktop systems.Shows aptitude, initiative and follow through, and has strong project management skills.Adheres to Change Control Processes and Procedures.Accurately documents and communicates system failures, repairs, installations, or changes.Ensures compliance with existing policies and procedures pertaining to Sarbanes-Oxley, FDA, HIPAA and PCI regulations and standards.Assumes and performs other duties as assigned.Required Qualifications: A minimum of 2 years of related experience with a bachelor's degree equivalent or Diploma in computer science, information technology, or a related field.Works well with others and can foster a positive work environment.Good communications and interpersonal skills.Preferred Qualifications:Good knowledge in IT systems, infrastructure, and protocols.Familiarity with ITIL framework and best practices.Education Requirements: Bachelor's degree or equivalent from a two-year College (Diploma), technical school, or equivalent experience.
