Desktop & Server Support Technician - Temp to Hire
Position Summary
Under direct supervision, the Desktop & Server Support Technician is responsible maintaining the local area network infrastructure with primary focus on desktop workstation deployment, moves, adds, changes, software distribution, support and general troubleshooting. Must possess basic understanding of programming and ability to code solutions to common IT Support problems.
Responsibilities
* Provide support and technical issue resolution via E-Mail, phone and other electronic and in-person means.
* Deploys, maintains and repairs computer workstations or notebooks. Completes moves and setup of computer peripherals. Plans, schedules, and executes such deployments of computer systems.
* Manage stakeholder communications and expectations; assist Management to liaise with business unit leadership to identify potential areas of innovation, optimization, automation, increased efficiencies and cost reductions.
* Assist in developing and managing the on-boarding of new office productivity tools and the effective off-boarding of deprecated applications and processes.
* Periodic Cloud Operations projects requiring scripting and programming abilities using JavaScript and Java.
* Using industry-standard IT monitoring tools, understand application and system health and to respond to out-of parameter network, server and application events.
* Perform account maintenance (users and groups on AD, Linux, Gmail, GitHub, and proprietary applications) using company-provide software tools.
* Ability to effectively distill and communicate complex technical issues to multiple audiences, including technical staff, management and client.
* Ability to work with personnel at all levels in a clear, concise, frank, collaborative and professional manner.
* Ability to work in a fast-paced and intellectually-challenging 7x24 environment.
* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization and documentation exist. Ability to quickly and accurately interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
* To perform this job successfully, an individual should have knowledge of troubleshooting tools and desktop productivity software like: Google for Work, Microsoft Word, Excel, PowerPoint, and Visio.
* Ensure that all service requests are maintained within the Company SLA. Maintain consistent CSAT at least 90% as measured by after-call customer surveys. Ensure that all Service Center documents, processes and procedures are followed.
