IT Support - Hardware and Software

Employment Type

: Full-Time

Industry

: Information Technology



The individual will provide technical assistance to department staff, all of whom are currently working remotely. S/he will answer questions or resolve computer problems for clients via telephone, electronically or in person (if position continues past the current Work from Home situation). S/He may provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Specific tasks may include:

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Oversee the daily performance of computer systems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
  • Set up an new user/account for new hire (account in domain control, email account, share drive etc…)
  • Maintain and manage software licenses
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Knowledge/Skills

  • Computers and electronics
  • Excellent communication skills
  • Customer service orientation
  • Windows 10 troubleshooting experience
  • Windows Server 2008/2012+ experience
  • Network Services (DNS, DHCP, etc.)
  • Cisco ASA firewall administration
  • Experience with Office 365 administration
  • Experience with Active directory administration
  • VPN experience


Job Requirements:
  • Assist in providing configuration management support for hardware and software
  • Provide technical support to users for complex business-related technical problems
  • Assist in providing support to production support service requests
  • Providing end-user support and system maintenance
  • Assist project manager in developing performance management support
  • Ensure effective communication between the product support team and the technical support team
  • Guarantee customers receive necessary technical support
  • Provide support to production support service requests and perform routine maintenance and support activities
  • Resolve technical support issues and communicate solutions directly with client technical teams
  • Defining software, hardware and network requirements
  • Assist users in accessing and resolving computer hardware and software problems/desktop support specialist; provide technical, operations and training support for PC
  • Supervise day-to-day technical support to customers and software developers
  • Manage enterprise software application support - work closely with relevant users
  • Prioritize the application support team's workload
  • Reporting to Director, IT
  • Providing desktop computer support, software asset management, hardware asset management, and vendor support management
  • Provide support services for the implementation and continuing support of enterprise-wide software development and maintenance related activities
  • Process across all support areas
  • Enhance tools to provide management with reports on key technical support metrics
  • Firing in helpdesk support group

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