Job description
Overview:
Under general supervision, receives trouble calls on equipment, assesses problems, and delivers outstanding desktop support to internal customers. Deploys desktop configurations. Trains company personnel in technology solutions. Serves as a local and remote technical resource providing problem-solving support to computer users.
Responsibilities:
This position description is subject to change at any time as needed to meet the requirements of the program or company.
- Provides direct assistance to diagnose and resolve client hardware and software Level 1 problems within SLAs
- Prepares and installs client hardware, software, and peripheral devices; including mobile devices
- Reimages devices and restores user data
- Provisions network accounts and resets passwords using Active Directory
- Uses ticketing system to log all actions related to incident and service request resolution
- Escalates tickets to Corporate IT subject matter experts as required
- Maintains user asset inventory and inventory records in configuration management database (CMDB)
- Assists users on deployed endpoint technologies
- With direction, performs troubleshooting of local network, server, printer, and audio/visual devices
- As a key member of the Global Service Delivery Team, supports other IT work centers and remote users
- Performs occasional off-hours on-call duties and may perform other IT-related duties as assigned
Education:
One year of related experience may be substituted for one year of education, if degree is required.
- High School Diploma/GED.
- Associates Degree in IT or related field desirable
- A+, MCTS, and/or MCITP certification desirable
- ITSM/ITIL and/or CompTIA Security+ certification experience a plus.
Experience
- One to three (3) years of on-site Service Desk experience.
- Successful experience in dealing with interpersonal customer service situations.
- Specific experience with Surface Hub and Teams (Skype) Room Systems is a plus.
- Experience performing Windows PC hardware upgrades.
Skills
- Good written and verbal communication skills.
- Good troubleshooting and problem-solving skills.
- Ability to provide great customer service under stressful conditions.
- Knowledge of Windows 10, MS O365 / Office Suite.
- Familiar with Teams, IE/Edge and Chrome web browsers, Windows PC hardware, PC Networking (TCP/IP, DHCP, etc.), Active Directory, ticketing systems, and mobile device (iOS and Android) support.
- Knowledge of conference room audio / visual systems.
Other Requirements
- May, on occasion, install connecting cabling in office environment. May sometimes involve stressful conditions.
Benefits
- Medical, Dental, Vision, 401(k), Life, AD&D, Short Term Disability, Long Term Disability, and other ancillary plans.
Time off
- Paid Time Off (PTO), Holidays, Bereavement, and Jury Duty
Nationwide Salary Range:
The salary range provided is intended to display the value of the company’s base pay compensation for all statewide locations across the United States. Salaries paid are subject to the conditions of the job including, but not limited to, the physical worksite location.
- $42,500 - $75,000
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.
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