IT Support Engineer

Responsibilities

• Respond to level 1 & 2 support requests in a timely and professional manner. Communicate with clients and/or internal staff to report, escalate and resolve system related or network issues
• Track and document work tasks, changes and issues daily in the ticket system.
• Provides IT support team with assistance in utilizing full functionality of desktop management applications, including asset management, remote control (via LAN, WAN and internet)
• Installs, tests, maintains, and upgrades corporate anti-virus application, deploys Windows OS and application security patches, hot fixes and updates.
• Designs, builds, tests and deploys application packages utilizing packaging tools and scripting utilities.
• Administer Windows Servers and Exchange (Office 365) with an excellent understanding of Active Directory.
• Provides on-site technical support for desktop computers and peripherals in a cross-platform environment.
• Support will include troubleshooting, repair, and installation of hardware, software, and desktop, laptop and tablet systems.
• Provide support for mobile devices, including Android, iPhone and iPad.
• Troubleshoot Windows 7 and 10 operating systems, applications and networking functions.
• Setup and configure workstations to be used in diverse environments, adhering to security requirements.
• Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices.
• Provide assistance to clients for general operation of standard supported COTS software.

Qualifications

• AA degree preferred or equivalent experience with 3-5 years of experience supporting desktop hardware, software and strong troubleshooting skills with the ability to gather all relevant information, identify problems, and implement solutions quickly
• 1–2 years’ experience with Desktop Engineering and architectural support planning and strong focus on the technical elements of desktop, Microsoft AD, and GPO
• Strong skills in general MS Office application troubleshooting
• Experience with Office 365, SharePoint, One Drive
• Experience in installation, upgrades, and support of Windows desktops
• Experience supporting End User Computing devices/BYOD/Cellular devices
• Experience supporting remote users
• Understanding of core LAN/WAN network technologies (TCP/IP, DNS, DHCP, Routing, switches, wiring) and Firewall fundamentals
• Healthcare and EMS (Emergency Medical Services) experienced preferred

Physical Skills

• While performing the duties of this job, the employee is regularly required to stand, talk or hear.
• The employee frequently is required to walk; sit; use hands and reach with hands and arms.
• Must have the manual dexterity to skillfully operate a computer keyboard and other standard office equipment, such as facsimile and telephone.
• The employee must occasionally lift and/or move up to 50 pounds.
• Corrected vision in normal range.