IT Support Technician
- Provides Level 2 support and resolves escalations from the Level 1 ServiceDesk.
- Independently resolve technical issues via Email, phone, remote console, onsite, and ticketing system, including installation, moves, troubleshooting, and upgrading physical hardware.
- Performs printer installations and equipment moves as necessary.
- Provides ongoing support for employee-owned and company approved personal mobile devices.
- Manage user accounts, including modifying items, groups, and ensuring proper access within Windows Active Directory and associated systems.
- Ensures employees have connectivity to business-critical applications.
- Oversees onboarding and offboarding process, ensuring a smooth transition for new hires and departing employees.
- Conducts training on new technologies.
- Installs and Supports Commercial Off-the-Shelf end user applications, as well as other internal homegrown applications.
- Installs OS and other application updates and patches.
- Verifies and troubleshoots PC/Network cabling.
- Rebuilds, maintains, and re-deploys PCs and Laptops to end-users.
- Creates and maintains user phone extensions and voice mail boxes.
- Provides education and assistance to equip end users with the skills related to the use of Email, Phones, etc.
- Ensures all PCs are covered via up-to-date virus protection.
- Creates and maintains documentation as appropriate on processes and procedures, administrative duties, security profiles, PC and Server inventories and statuses.
- Provides night and weekend coverage as needed for maintenance and on-call schedules.
- Performs all other duties as assigned.
- A two-year degree in IT, computer science, or a business-related field preferred or equivalent combination of education and experience
- 2+ years relevant experience (with some experience preferably in a call center environment); or an equivalent combination of both education and experience
- Certifications in the following are strongly preferred: MCSA, MSCE, MCP
- Understanding of basic Networking, including Routers, Switches, and Firewalls, Active Directory, and User Profile Security
- Basic knowledge of modern windows desktop operating systems
- Server and Network Administration knowledge/experience a plus
- Must be able to perform basic mathematical functions/calculations
- Must possess excellent hardware and software troubleshooting skills, proven through previous work experience
- Strong customer service skills are required
- Must be capable of working in a self-directed fashion when necessary and able to set priorities within a given workload to meet project timelines
- Strong organization skills are required, with demonstrated ability to effectively handle multiple priorities and tasks
- Excellent interpersonal skills are required to establish effective working relationships
- Must possess strong communication skills (both verbal and written). Must be able to effectively communicate with all levels of employees, sometimes conveying technical information to non-technical employees
- Must have a solid understanding of PCs and PC related hardware, LAN/WAN and Internet connectivity
- Must possess strong knowledge of the following operating systems and other applications: Current windows operating systems and Microsoft Office products
- Must have demonstrated understanding of desktops and laptops in a multi-site Windows Active Directory environment.
- Experience receiving work from a ticketing system. Knowledge of ServiceNow is a plus.
- Regularly required to talk and hear
- Required to use hands to type, handle objects and paperwork
- Required to use close vision and be able to focus
- Must be able to perform moderate mobility throughout WOW! offices
- Must be able to sit for extended periods of time
- Must be able to travel for business purposes on an occasional basis
- Must be able to physically move and set up various computer equipment as required (50 lbs or more)
- Must be flexible to adjust schedule to cover various shifts
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
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