SUMMARY OF RESPONSIBILITIES
Under immediate supervision the IT Support Engineer analyzes, troubleshoots, repairs and maintains the computer systems and peripheral equipment. This individual performs routine preventive maintenance on all computer system equipment. This individual also utilizes diagnostic programs and electronic test equipment. May require considerable travel to branches required.
Install and resolve technical issues with user PCs, laptops, printers, scanners, and mobile devices.
Provide prompt support to users via email, phone, and other electronic means.
Work collaboratively with peers and management.
Follow directives when given from peers and management.
Work well with geographically diverse teams and users
Own issues through resolution, escalating to appropriate support member/team when necessary.
Keep leadership apprised of issues, status, and resolution, escalating when necessary.
Occasional night and weekend work required as well as overnight travel, 15-25%.
Set up equipment for employee use, performs or ensures proper installation of cables, operating systems, mobile devices, or appropriate software.
Maintain records of trouble tickets, daily data communication transactions, problems and remedial actions taken, or installation activities.
Read technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Refer major hardware or software problems or defective products to vendors or technicians for service.
Possible overtime and schedule changes based on business needs; remain on-call to assist in the event of off hours outages.
On-call rotation of after-hours support is required.
Perform other related duties as assigned
SKILLS AND QUALIFICATIONS
High School diploma or equivalent and up to 2 years experience with PC support maintenance required. B.S. Information Technology and 1-2 years experience a plus.
Up to 2 years experience with PC support/maintenance required, 1-2 years experience with PC support/maintenance, experience installing and supporting hardware and software in a support environment a plus.
Knowledgeable of Windows XP Pro, Office 2003, MS Outlook, VPN and local area network. Experience with Dell computers. Any knowledge of Thompson One, BetaLink and ILX is a plus.
Valid drivers license required.
A+ certification is a plus.
Knowledgeable of Windows Office product suite, VPN and local area network. Any knowledge of Thompson One, BetaLink and ILX is a plus.
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software. Specific experience with Dell equipment a plus.
Transportation required for occasional travel to local branch locations.
Ability to work well independently or collaboratively in a team environment.
Is tactful and prompt with issue resolution.
Must have clean credit record (be able to qualify for corporate credit card).
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.