- Location
- Jacksonville, NC
- Type
- Full-time
- Department
- Customer Service
- Closing date
- Today
- Source
- ApplyToJob
Description
All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status.
PAY DETAILS:
This is a salaried position listed at $61,912 annually.
SUMMARY DESCRIPTION:
This position serves as the primary point of contact for all help desk support requests. This position is responsible for diagnosing, troubleshooting, and resolving a broad range of hardware and software issues. In addition, this role provides training and guidance on software applications, information technology policies, and operational procedures. The position requires a strong working knowledge of both Windows and macOS operating systems, as well as the ability to assess user and organizational requirements, identify appropriate solutions, and effectively address a wide range of technical challenges.
REPORTING RELATIONSHIPS:
A. Reports to: IT Department Manager
B. Directs: None
EDUCATION AND EXPERIENCE:
PRINCIPAL DUTIES AND RESPONSIBILITIES;
OTHER DUTIES AND RESPONSIBILITIES;
KNOWLEDGE, SKILLS AND ABILITIES:
ON THE JOB TRAINING:
On-site and Off-site Training courses.
Vendor site visits.
WORKING CONDITIONS:
Normal working conditions inside an office building with heat and air conditioning. Regular office hours are from 7:30AM to 4:30PM Monday through Friday, except company observed holidays. Rotating on-call schedule, 7x24x365. Position is in Jacksonville, North Carolina. Should live near or within the community.
PAY DETAILS:
This is a salaried position listed at $61,912 annually.
SUMMARY DESCRIPTION:
This position serves as the primary point of contact for all help desk support requests. This position is responsible for diagnosing, troubleshooting, and resolving a broad range of hardware and software issues. In addition, this role provides training and guidance on software applications, information technology policies, and operational procedures. The position requires a strong working knowledge of both Windows and macOS operating systems, as well as the ability to assess user and organizational requirements, identify appropriate solutions, and effectively address a wide range of technical challenges.
REPORTING RELATIONSHIPS:
A. Reports to: IT Department Manager
B. Directs: None
EDUCATION AND EXPERIENCE:
- Associate’s degree in information technology, computer science, or a related field preferred.
- 0-2 years of experience in technical support or an IT helpdesk environment.
- Relevant additional education and/or professional certifications (such as A+ certification may be substituted for equivalent years of experience.
PRINCIPAL DUTIES AND RESPONSIBILITIES;
- Serves as the first point of contact for employees seeking technical assistance by phone, email, or chat.
- Document and track all work orders in the help desk ticketing system to assure quality service.
- Ability to perform remote troubleshooting through diagnostic techniques and by asking pertinent questions.
- Ability to determine the best solution based on the issue and the details provided by the user.
- Assists in writing, editing, and revising training documentation for new or updated software/hardware used by the company.
- Ability to walk employees through the troubleshooting process.
- Install, configure, and troubleshoot hardware, software and configuration issues related to desktop and laptop operating systems, wireless and wired networking, applications, printers and peripherals to correct issues.
- Create and maintain documentation that assists end users resolve common help request issues.
- Ability to recognize and direct unresolved issues to the next level of support personnel needed.
- Ability to provide accurate information on IT products or services.
- Ability to record and log events/issues along with the resolution in a clear manner.
- Follow-up and update employee’s status and information.
- Ability to run reports to analyze recurring issues and complaints.
- Ability to request feedback, monitor calls and other methods of correspondence to improve training methods.
- Ability to train other staff members on troubleshooting and diagnosing issues.
- Pass on any feedback or suggestions from employees to the appropriate internal IT team member.
- Ability to identify opportunities for improvement and recommend enhancements to IT department procedures and operations.
- Ability to diagnose and resolve basic technical issues.
- Ability to install and provide routine maintenance on users’ PCs, Printers, Hardware and Software.
- Assist in monitoring system backups.
- Working knowledge of Microsoft active directory infrastructure and Network administration.
OTHER DUTIES AND RESPONSIBILITIES;
- Attend and participate in calls, conferences, training, and webinars, as the position requires.
- Identify end-user training needs.
- Perform other duties assigned by management and carry out the assigned duties in a courteous, dependable and confidential manner with an attitude commensurate with being an Informational Systems professional. Interaction with all levels of employees and technical knowledge is required and should be conducted in a patient, courteous, and professional manner.
- Attendance is a requirement for this position.
KNOWLEDGE, SKILLS AND ABILITIES:
- Ability to work with employees, contractors and customers in a courteous and patient manner; must have strong customer service skills.
- Ability to work independently, understand and carry out oral and written instructions and to request clarification when needed.
- Skills in communicating with users to diagnose system problems.
- Self-motivated and self-directed.
- Good analytical skills.
- Ability to prioritize and execute tasks to completion.
- Ability to work as a team member.
- Ability to lift and transport moderately heavy objects such as computers, monitors and other peripherals.
- LAN knowledge.
- Knowledge of Microsoft Windows, Linux, Mac OS, Android, and iOS system administration.
- Excellent communication skills.
- Understanding of computer systems, Webex Calling phone system and mobile devices to include phones and tablets.
- Understanding of laptops and VDI troubleshooting.
ON THE JOB TRAINING:
On-site and Off-site Training courses.
Vendor site visits.
WORKING CONDITIONS:
Normal working conditions inside an office building with heat and air conditioning. Regular office hours are from 7:30AM to 4:30PM Monday through Friday, except company observed holidays. Rotating on-call schedule, 7x24x365. Position is in Jacksonville, North Carolina. Should live near or within the community.
Skills
LinuxiOSAndroidCustomer Service
