Estimated Length: 12 months 37.5 hours per Week (Requires Travel)

Preferred Knowledge, Skills & Abilities

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience
• 3-5 years of relevant experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system and call queue.
• Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server, Microsoft Office Suite, Windows Desktop Operating Systems & PC hardware configuration skills.
• Experience with Active Directory account creation, password resets, distribution groups and other AD functions.
• Strong knowledge of Microsoft Exchange (including O365, EMS, and Azure).
• Working technical knowledge of current network protocols, operating systems, and standards
• Strong knowledge of network technologies involving Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Networks (VPN).
• Understanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.
• Experience facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.
• Experience deploying/imaging desktops and laptops and performing hardware diagnostics.
• A+, Network +, or other IT industry standard certifications desirable.
• Excellent written and oral communications skills
• Strong service orientation and time management skills.
• Valid driver’s license and ability to lift up to 35lbs.

Responsibilities

Asset Management:

• Maintain inventories of all client IT assets
• Implement the client's IT enterprise images for PC’s (Desktop/Laptop)
• Install operating systems and software; patch systems and protect against viruses/malware.
• Install, configure, and troubleshoot devices; utilize IT tools for remote management of desktops and laptops, track inventory, push patches and upgrades.

Technical & Desktop Support:

• Provide user friendly, on-hand support to the users in multiple locations.
• Inform customers on the status of their requests and ensure customer satisfaction.
• Handle tickets effectively within the service desk within timeframes outlined in service level objectives.
• Assist Telecom with movement of IP phones as required. 
• Act as the contact person for office wiring/cable installations
• Assist with:
  • local backup and restore process to include swapping tapes, restoring files, and transfer of media
  • troubleshooting and resolving Network issues.
  • monitoring and maintaining the health and integrity of the network.
  • local backup and restore process
  • site specific projects as related to network infrastructure & server support
• Install, configure and support state issued mobile devices and other tech devices such as iPads and tablets.
• Responsible for performing system analysis and troubleshooting functions as they relate to the LAN/WAN infrastructure
• Responsible for the installation and maintenance of communication connections between workstations, printers, etc.
• Responsible to assist in server installation/maintenance and be the liaison to vendors and third level support for LAN/WAN peripherals such as switches, routers, modems, hubs etc.

Administration Support/Workflow:

• Work collaboratively with internal and external groups to improve overall customer service and support.  
• Responsible for timely response and support during scheduled and authorized non-business hours.
• Clearly communicate and/or escalate any IT operations issues or disruptions (planned or unplanned) to minimize user impact. 
• Complete all activities within the client's security policies and practices to insure the safety and privacy of data, its clients and its resources.
• After hours support as authorized and required.

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