Job Description
Job Description
Essential Responsibilities:
- Provide first-line support for both hardware and software issues across a variety of devices, including desktops, laptops, phones, and peripherals.
- Troubleshoot, diagnose, and resolve user issues related to computer systems, applications, and network connectivity, both remotely and in person.
- Assist with the installation, configuration, and ongoing usability of IT systems including operating system refreshes, hardware upgrades, and software installations.
- Monitor and manage user requests via ticketing systems while ensuring timely resolutions, clear communication, and high levels of customer satisfaction.
- Provide on-site support and troubleshooting for remote sites as needed (less than 10% travel).
- Collaborate with other IT teams and vendors to escalate and resolve technical issues that require advanced expertise.
- Educate users on IT best practices, cybersecurity, and company-specific systems and procedures. Knowledge, Skills & Abilities:
- Strong experience supporting Microsoft Windows and Microsoft Office Suite as well as other common enterprise software applications.
- Solid understanding of network concepts including TCP/IP, DNS, DHCP, VPNs, and firewalls.
- Basic knowledge of IT security practices including firewalls, antivirus tools, SMB, and network intrusion detection/prevention systems.
- Experience with cloud-based applications, backup systems, and remote desktop solutions.
- Excellent troubleshooting and analytical skills with the ability to think critically and solve problems efficiently.
Education & Experience:
- Associate's degree in information technology or a related field, or equivalent work experience.
- 2+ years of IT support or technical experience in a corporate or healthcare environment preferred.
- Experience with IT service management (ITSM) tools.
- Valid drivers license and reliable transportation.
- Ability to sit at a computer for extended periods and perform repetitive tasks.
- Ability to lift and move IT assets (up to 50 lbs.) when required.
- Occasionally travel by car or plane to customer sites.
- Flexibility to work after hours or weekends as necessary.