Job Description

• Answer and evaluate incoming service tickets and in-person requests for assistance from users experiencing problems with desktop hardware, software, networking, and other computer-related technologies. Handle assigned work requests according to designated goals and objectives.
• Troubleshoot IT and related end-user issues related to network access (Active Directory), desktop systems (hardware, software, connectivity, network devices, file share, print services, and desktop security
• Actively build trust with customer base and IT by providing professional, prompt, and courteous end-user assistance for all computing devices and applications.
• Handle IT on boarding process for new hires.
• Assign permissions as requested in NAF forms.
• Handle problem recognition, research, isolation, and follow-up for user issues. Maintain contact with other members of the IT team to discuss ongoing issues/projects and refer more complex problems to the Lead IT Tech or IT Manager as needed.
• Schedule and complete preventative maintenance for PCs, laptops, and printers.
• Troubleshoot and replace hardware, hard drives, memory, and other networking peripherals. Image, repair, and deploy PC systems and iPads to end users/labs.
• Install, configure, and support copiers, fax applications, printers, scanners, and miscellaneous peripheral hardware.
• Aptitude to train end users and other IT Team members – both one-on-one and in groups.
• Aptitude to quickly identify specific hardware and software problems and troubleshoot.
• Aptitude to communicate effectively with all levels of employees/management.
• Adhere to all IT and company policies, practices, and processes.

• Excellent verbal and interpersonal skills.
• Maintain an elevated knowledge of the IT ticketing systems or an ability to learn the same.
• Candidates must be willing and able to work nights and/or weekends.
• Demonstrate ability to grow in position and responsibilities up to and including server and network administration.
• Advanced knowledge of Microsoft Windows 11 and Office365 products.
• Proficient with PC imaging software.
• Advanced knowledge of Active Directory and Office365 management portal for user/mailbox administration.
• IP networking knowledge and troubleshooting experience.
• Advanced experience in hardware and software installations on Desktops and Laptops is required for this position.
• Advanced experience configuring and installing applications to Apple devices such as iPads and iPhones.

• High School degree or equivalent required. Associate or bachelor’s degree preferred.
• A minimum of three years’ experience, hands-on, deploying and supporting IT desktop and infrastructure services preferred.
• Applicable Microsoft desktop or network certifications or coursework underway.
• Microsoft Certified Professional (MCP) or A+ certification preferred but not required.
• Travel may be necessary and required to Wedgewood sites and other included locations.