Essential Duties and Responsibilities:
•Handle associate’s issues dealing with PC, printer, and network related issues.
•Installation and replacement of hardware and software packages for users in Dresher and/or Brainerd.
•Provides assistance to end users in a timely fashion through first line coverage of phones, help desk tickets, voice mail messages, and e-mail support requests.
•Assist with the relocation and reallocation of hardware and software, ie, coordination of company moves.
•Maintain a complete inventory of hardware (pcs and printers) in both locations for asset management.
•Maintain a professional and positive attitude when assisting the business – they are our clients.
•Provide a consistent, stable platform for all workstations by utilizing an imaging utility to deploy a standard desktop.
•Create and administer user access accounts for network access.
•Create and administer Lotus Notes accounts, and maintain first-level triage for this application. Communicate all second-level issues with the Columbus Notes team.
•Establish and maintain working relationships within our collective teams in Dresher and Brainerd, as well as all teams in both locations.
•Work with the business contingency planning to establish and maintain disaster recovery plans at the desktop, printer and fax level. Test out these plans every six months as part of Disaster Recovery.
•Resolve issues or notify and follow up on next level support for resolution. A sense of urgency is needed for resolution to allow users to function without interruption.
•Analyze repeat problems for final resolution.
•Assist remote users with access, as well as portable and hand held hardware (Blackberry) as well as software.
•Maintain end-user productivity and telecom backup by providing support for telecom moves, setups and phone system problems.
•Replacement or repair of damaged or outdated equipment.
•Assist other IT departments with projects or research as needed.
•Provide proactive information to the business to assist and improve process.
•Coordinates resource allocation by supporting use of video conferencing, projectors and remote PC connections for meetings, etc.
•Performs other duties and special projects as assigned.
•Strong customer service background
•Strong knowledge of PC Architecture.
•Strong knowledge of LAN Architecture.
Knowledge of Blackberrys.
•Knowledge of printers.
•Knowledge of servers.
•Knowledge of SMS
•Basic network administration.
•Basic knowledge of Windows OS environment.
•A+ Cert and Microsoft Certifications a plus
•Associate degree in business or computer science.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.