Technician, IT Concierge
About the role
Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated. The Support Desk will provide support to the employees of Breezeline, employing a high degree of customer service, technical expertise, and timeliness. The Support Desk offers an advanced level of remote IT assistance for problem resolution and escalates complex issues to higher tier personnel. Support Desk 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.
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
- 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
- Apply diagnostic utilities to aid in troubleshooting
- Leverage troubleshooting skills