Junior Technical Support (Only 2 years)

About the role

The IT Support Specialist is responsible for assisting users with issues arising from everyday use of corporate technology. Responsible for administration and analysis of voice/data network and related systems in order to resolve problems. Ensures user satisfaction by providing analysis, preventative maintenance, troubleshooting, and quick resolution to complex problems. Researches and recommends alternative solutions to reduce costs and/or improve service. Evaluates and resolves issues regarding IT operations, including administration, design, installation, configuration, error analysis, system status and downtime procedures, etc. Configures and manages helpdesk software and follows up with users to ensure that helpdesk service?level agreements have been achieved resolving any lingering issues. User support can be performed either by remote access, phone, or on-site.

Responsibilities

• Manage and route all incoming calls and trouble tickets to appropriate resources.
• Maintain asset tracking and IT inventory.
• Provide onsite and phone-based support for local, remote and traveling users.
• Analyze and support Microsoft Exchange including mail filters, virus definitions, database management, and archive/retention policies.
• Plan and support system upgrades (both hardware and software).
• Analyze and maintain LAN Connectivity between core switches and desktops.
• Analyze and maintain WAN Connectivity via MPLS/VPN for remote users.
• Share responsibility for network security including: permissions, password rotation, data integrity, backups, and login activation/deactivation.
• Configure and provide support for users in a Citrix XenApp environment.
• Configure and provide support for users in a Windows 7/MS Office environment.
• Manage and support servers in a VMWare ESXi environment.
• Support both corporate and BYOD portable devices using Mobile Iron MDM Server.
• Troubleshoot hardware and connectivity issues.
• Provide after hours and weekend support for high priority issues.
• Some travel (up to 10%) may be required.
• Tracks tickets, tasks, & projects and reports status to Infrastructure Manager

Requirements

• EDUCATION and/or EXPERIENCE
• Associates or College degree or three to five years related experience and/or training; or equivalent combination of education and experience.
• COMPUTER SKILLS
• Minimum two years' experience with:
• Servers: Windows Server 2008/2012, Active Directory Administration including working knowledge of TCP/IP, DNS, WINS, and DHCP.
• Desktops: Windows 7. MS Office 2003, 2007, 2010.
• Minimum one year experience with:
• LAN/WAN technologies including MPLS and wireless, Microsoft Exchange 2007/2010, Citrix Presentation 4.5 or XenApp 6.0/6.5, cell phone support
• Familiarity with:
• VoIP phone system experience, tablets support (iPad), Corporate Anti-Virus management,
• HP ProCurve & Cisco switches, Internet Load Balancing/Link Aggregation.
• LANGUAGE SKILLS
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to employees and management team. Able to communicate end user information in simple non-technical terms to effectively answer user questions.
• MATHEMATICAL SKILLS
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• REASONING ABILITY
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• CERTIFICATES, LICENSES, REGISTRATIONS
• None required.
• PHYSICAL DEMANDS
• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk and lift up to 50 lbs. Specific vision abilities required by this job include close vision.
• WORK ENVIRONMENT
• The noise level in the work environment is moderately quiet.
• Titles: Desktop Support, Technical Support, IT Support, LAN Support, Help Desk Support, Desktop Engineer, System Admin
• Skills: Windows, Active Directory, LAN, WAN, TCP/IP, Citrix

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