Overview
On Site
$55-65k/yr
Full Time
Skills
Performance Management
Project Management
Preventive Maintenance
Operating Systems
OS X
Routing
Switches
Service Level
Issue Tracking
Service Desk
Remote Monitoring
IDS
VoIP
Remote Access
Remote Desktop Services
RDP
Telephony
Communication
Active Listening
Customer Service
Customer Satisfaction
Customer Relationship Management (CRM)
Conflict Resolution
Collaboration
Problem Solving
Attention To Detail
Management
Multitasking
Filing
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
Microsoft Excel
Microsoft Certified Professional
Help Desk
Technical Support
Computer Hardware
Laptop
Printers
Mobile Devices
Microsoft Windows
Extreme Programming
Microsoft Office
Virtual Private Network
NOC
Servers
SolarWinds
Job Details
We are seeking a talented individual for an IT Support Administrator I who is responsible for handling first-level support of service requests or incidents in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, phones, applications, and vendor-specific hardware and software for employees and contractors located at corporate or our local clubs.
Responsibilities
IT Support relating to technical issues involving all business applications and operating systems. (e.g. PCs, laptops, servers, WIN/MacOS, and routing/switching) within negotiated Service Level Agreements (SLAs) or Service Level Objectives (SLOs).
Respond quickly and effectively to requests received through the ticketing system.
Log all incidents reported via telephone, email, voice mail, or any other supported process\method.
Attempts to troubleshoot and resolve all incidents reported to the Service Desk or received via a ticketed request.
Distributes and dispatches incidents to the appropriate support groups as needed.
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
Conducts first-level support using documented procedures and available system tools.
Review remote monitoring and management system alerts.
Coordinates and tracks all system-level production down resolution as necessary per documented procedures.
Administers IDs, passwords, and security rights for all internally developed web-based systems.
Provides support for remote users.
VoIP phone system troubleshooting and support.
Basic remote access solution implementation and support: VPN, Terminal Services, and RDP.
Documents processes and procedures as required.
Ability to work On-call schedule rotation when assigned.
Knowledge, Skills, and Abilities
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
Ability to seek out opportunities to increase internal client satisfaction and deepen client relationships.
Ability to provide a high level of support with a customer-first attitude.
Ability to apply a high sense of urgency to all tasks.
Ability to provide a high level of problem-solving and technical troubleshooting skills.
Ability to work independently to meet objectives.
Ability to communicate technology in business terms with customers at all levels.
Ability to actively collaborate with vendors and other support teams for problem resolution.
Ability to analyze information and use logic and process to address work-related issues and problems.
Ability to provide careful attention to detail.
Ability to manage multiple initiatives.
Ability to meet deadlines.
Ability to multi-task and prioritize workload.
Ability to perform well in a team environment, with staff at all levels, to achieve business goals.
Average manual dexterity work in the use of a PC, phone, sorting, filing, and other office machines.
Maintain and secure sensitive/confidential information.
Ability to work proficiently with Microsoft Word, PowerPoint, Outlook, and Excel.
Ability to work weekends and overnight hours as needed.
Certifications
A+, N+, MCP, MCSE certifications are preferred but not required
Minimum Related Work Experience
1-2+ yrs. Desktop/Helpdesk IT support experience
1+ yrs. experience with hardware issues including PC s, laptops, printers, and mobile devices
1+ yrs. experience setting up and installing Windows 10, 7, or XP and Microsoft Office applications
1yrs VPN experience
NOC experience a plus
Experience troubleshooting Networks and Servers is a plus
Experience with SolarWinds is a plus
Responsibilities
IT Support relating to technical issues involving all business applications and operating systems. (e.g. PCs, laptops, servers, WIN/MacOS, and routing/switching) within negotiated Service Level Agreements (SLAs) or Service Level Objectives (SLOs).
Respond quickly and effectively to requests received through the ticketing system.
Log all incidents reported via telephone, email, voice mail, or any other supported process\method.
Attempts to troubleshoot and resolve all incidents reported to the Service Desk or received via a ticketed request.
Distributes and dispatches incidents to the appropriate support groups as needed.
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
Conducts first-level support using documented procedures and available system tools.
Review remote monitoring and management system alerts.
Coordinates and tracks all system-level production down resolution as necessary per documented procedures.
Administers IDs, passwords, and security rights for all internally developed web-based systems.
Provides support for remote users.
VoIP phone system troubleshooting and support.
Basic remote access solution implementation and support: VPN, Terminal Services, and RDP.
Documents processes and procedures as required.
Ability to work On-call schedule rotation when assigned.
Knowledge, Skills, and Abilities
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
Ability to seek out opportunities to increase internal client satisfaction and deepen client relationships.
Ability to provide a high level of support with a customer-first attitude.
Ability to apply a high sense of urgency to all tasks.
Ability to provide a high level of problem-solving and technical troubleshooting skills.
Ability to work independently to meet objectives.
Ability to communicate technology in business terms with customers at all levels.
Ability to actively collaborate with vendors and other support teams for problem resolution.
Ability to analyze information and use logic and process to address work-related issues and problems.
Ability to provide careful attention to detail.
Ability to manage multiple initiatives.
Ability to meet deadlines.
Ability to multi-task and prioritize workload.
Ability to perform well in a team environment, with staff at all levels, to achieve business goals.
Average manual dexterity work in the use of a PC, phone, sorting, filing, and other office machines.
Maintain and secure sensitive/confidential information.
Ability to work proficiently with Microsoft Word, PowerPoint, Outlook, and Excel.
Ability to work weekends and overnight hours as needed.
Certifications
A+, N+, MCP, MCSE certifications are preferred but not required
Minimum Related Work Experience
1-2+ yrs. Desktop/Helpdesk IT support experience
1+ yrs. experience with hardware issues including PC s, laptops, printers, and mobile devices
1+ yrs. experience setting up and installing Windows 10, 7, or XP and Microsoft Office applications
1yrs VPN experience
NOC experience a plus
Experience troubleshooting Networks and Servers is a plus
Experience with SolarWinds is a plus
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.