Job Description

Job Description

Job Description

OVERVIEW & PURPOSE

The Help Desk Support Technician will be primarily responsible for the Tier 1 level of support for Optimized IT and all Optimized IT’s clients. This role will also involve interaction with Optimized IT’s other support departments in times of escalation needs. On-call availability will be required. Technicians will be competent in all facets of Desktop, PC Hardware, and Customer Service.

ESSENTIAL FUNCTIONS

1. Provide Help Desk support and troubleshooting for client end-users
2. Actively monitoring Optimized IT’s ticketing system for inbound client tickets
3. Remediating issues with Optimized IT’s customer’s workstation and/or software
4. Proactive remediation of any issues discovered with services and/or products offered under the Optimized IT portfolio
5. Provide continual status updates to customers regarding trouble tickets.
6. Open internal trouble tickets on Optimized IT vendor hardware/software issues and assign to and work with appropriate groups to achieve resolution.
7. Create trouble tickets for detected issues that are defined as “Out of spec”.

COMPETENCIES

1. Strong knowledge of Windows Desktop Operating Systems
2. Strong knowledge of PC Hardware and associated peripherals
3. Strong knowledge of Microsoft patching Windows Desktop Operating Systems
4. Some experience of Networking including Subnets, NAT, DHCP, DNS, etc.
5. Experience with Microsoft Server is a plus
6. Experience with Virtualization is a plus
7. Experience with Firewalls is a plus
8. Experience with macOS is a plus

1. Attention to detail and accuracy
2. Good time management skills and able to multitask
3. Excellent organization skills
4. Ability to work well and communicate with all areas of the company as well as external customers and vendors
5. Advanced PC/keyboard/navigation skills
6. Highly motivated, energetic, self-starter

SUPERVISORY RESPONSIBILITY

This position has no expected supervisory responsibilities.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

POSITION TYPE & EXPECTED HOURS OF WORK

NON-EXEMPT

This is a full-time, non-exempt position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. On-call availability will be required.

TRAVEL

No travel is expected for this position.

REQUIRED EDUCATION & EXPERIENCE

• High school diploma or equivalent

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL OPPORTUNITY EMPLOYER

Optimized IT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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