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Overview: This role is a combination of Tier 1 and entry level systems administration
The Systems Technician plays a pivotal role as the first responder to all company-related IT support needs, encompassing a diverse array of IT hardware and software solutions. Our Tier 1 Helpdesk staff captures general information regarding IT concerns, needs, or issues and takes appropriate actions to resolve them or escalate the ticket as deemed necessary.
Responsibilities:
Monitor and Execute incidents/service requests through our in-house ticketing system.
Respond to requests for technical assistance through phone queues and log case details according to in the ticketing system.
Diagnose and document technical issues with all software and Hardware, including but not limited to workstations and peripherals, USB/Network printers, Point-of-sale systems, VOIP Phones, and Mobile Devices.
Troubleshoot and diagnose technical issues affecting end users in collaboration with the team and escalate cases when deemed necessary.
Maintain and mediate networking-related issues affecting firewalls, switches, access points, and other devices across all supported sites.
Engage third-party vendors when necessary to resolve POS, ISPs, cameras, GPS, and VoIP outages outside our in-scope services.
Advise users on IT-defined best practices and communicate company policies.
Track inventory and ship IT equipment.
Knowledge, Skill, and Ability
- Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
- Ability to efficiently use ticketing systems to document and track all support calls.
- Familiarity with Microsoft Operating Systems and Office Suites.
- Flexibility with schedule, as this position requires shift work.
- Preferred certifications: A+, Net+, and/or MCDST.
- Performs other duties as required.
Education & Experience:
Associate degree in computer science or 1-year related field.
Excellent written and verbal communication skills.
Strong interpersonal skills.
Attention to detail.
Good problem-solving skills.
Certificates/Licenses:
(all licenses are advantageous, not required)
A+,
Linux+
Network +
Security +
Cisco Certified Network Associate
MCDST.
