Job Summary:This role provides technical assistance and support to all users of our IT systems, ensuring smooth operation and resolving issues. The ideal candidate should have excellent problem-solving skills, a strong technical background, and a passion for delivering exceptional customer service.Responsibilities:Receive problem reports and requests for service via phone, email, IM, and ticketing system. Log and track all support requests ensuring proper documentation and timely follow-up. Provide accurate and timely resolution of user-facing hardware and software issues. Troubleshoot and resolve software and hardware issues related to desktops, laptops, printers, mobile devices, and other peripherals. Install, configure, and update software applications and operating systems on user devices. Assist with user onboarding and offboarding processes, including account setup, access management, and hardware provisioning. Work with other Service Delivery technicians, other IT departments, and external vendors to investigate, resolve, and properly escalate requests. Participate in on-call technician rotation, providing remote and possible on-site support after hours and weekends. Required Qualifications:Proven experience as an IT service delivery technician in Windows-based enterprise environments. Strong self-directed troubleshooting and problem-solving skills with both common and unfamiliar systems and applications. Excellent customer service and communication abilities, capable of explaining technical concepts in simple terms and effectively communicating with individuals of widely varying computer skills. Ability to work both independently and collaboratively in a fast-paced environment, while managing tasks of varying priorities and properly prioritizing several concurrent tasks. Familiar with current standards, trends, and best practices in technology. Ability to travel locally routinely (valid driver's license) required. Ability to lift and carry 50 lbs. occasionally. Preferred Qualifications:Associate degree or higher in information technology, computer science, or a related field. Relevant industry certifications such as CompTIA A+ or HDI Desktop Support Technician. Experience with Active Directory, Microsoft 365, VoIP platforms, and other enterprise-level IT systems. Experience with remote support tools and ticketing systems. Knowledge of TCP/IP networking fundamentals. Knowledge or certification in ITIL practices (e.g. ITIL Foundation). Job Identification224862Posting Date2024-05-20Apply Before2024-06-10Job ScheduleFull timeLocationsWinnemucca, NV, United States
