Technician, IT Concierge

Job Responsibilities

• Provide support to the employees of Breezeline, employing a high degree of customer service, technical expertise, and timeliness.
• Offer advanced level of remote IT assistance for problem resolution and escalates complex issues to higher tier personnel.
• Takes ownership of an issue and follows through on a resolution with end users and other pertinent information technology staff.
• Tracks support calls in the Help Desk ticketing system.
• Maintain system backups and ensure the integrity.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.
• Ensure system connectivity of all servers, shared software, and other applications.
• Monitor and test system performance; prepare and deliver system performance statistics and reports.
• Perform preventative maintenance, including the installation of service packs, patches, hotfixes, anti-virus software, cleaning of Workstations, Printers and other devices.
• Leverage troubleshooting skills, documentation and on the job training to document, resolve or escalate support requests.
• Use basic and advanced troubleshooting technique to resolve or route issues about email problems or features, network connectivity, personal computer problems, and application problems for employees.
• Utilize help ticketing system to document and route support case to the appropriate groups who can assist in resolving the issue.
• On-call rotation required.

Essential Duties And Responsibilities

• Monitor daily system backups and ensure the integrity.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems in person, via phone, electronically.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.
• Ensure system connectivity of all servers, shared software, and other applications.
• Monitor and test system performance; prepare and deliver system performance statistics and reports.
• Perform preventative maintenance, including the installation of service packs, patches, hotfixes, anti-virus software, cleaning of Workstations, Printers and other devices.
• Leverage troubleshooting skills, documentation and on the job training to document, resolve or escalate support requests.
• Use basic and advanced troubleshooting technique to resolve or route issues about email problems or features, network connectivity, personal computer problems, and application problems for employees.
• Utilize help ticketing system to document and route support case to the appropriate groups who can assist in resolving the issue.
• On-call rotation required.

Required Skills And Knowledge

• Microsoft Office Suite 2016 & 2019
• Administration of Active Directory, Google Workspace and VOIP telephony system
• Windows 10 & 11, Windows Server 2016 & 2019
• Technical and Analytical Skills
• Organizational and Time Management Skills
• Interpersonal and Communication Skills
• Working Knowledge of Wireless networking
• Provide end-user support and problem resolution for desktops, laptops, printers, and other devices
• Troubleshoot computer and laptop hardware
• Troubleshoot basic network and telecommunications connectivity issues
• Strong knowledge of printer driver and queue creation, installation, management, and troubleshooting
• Create and maintain core desktop image to ensure standards of PC builds using imaging software
• Working Knowledge of Network, Systems, and email security