Job Description

We are passionate about what we do, the services we provide, and the clients we serve. If you're looking for an opportunity to join a company that values collaboration, innovation, and dedication, we're the right place for you.

A Brief OverviewDelivers technical support to end-users across the organization for computer hardware, software, and other technology equipment, including business-related applications. Serves as the primary point of contact for incoming support requests via calls and email. Provides system support and analysis utilizing technology solutions and works collaboratively with vendors.

Responsibilities

What you will do

• Manages issues within the company's help desk tracking system. Creates and distributes help sheets, usage guides, and FAQ resources for end-users.
• Tests new operating systems and a variety of software and hardware. Diagnoses and troubleshoots network outages and related issues, escalating as needed to ensure timely resolution.
• Delivers end-user support by identifying the root causes of issues and implementing strategic solutions.
• Assists in the implementation of new strategies and helps users feel comfortable with company technology.
• Researches and recommends hardware and software purchases for associates. Manages inventory and asset tracking in collaboration with the Finance Department.
• Coordinates hardware and software configurations for new computer roll-outs companywide. Acts as lead for desktop/laptop projects. Coordinates hardware and software configurations for new computer deployments throughout the organization.
• Leads desktop and laptop refresh rollout projects, managing collaboration with vendors, management, and associates companywide.
• Assists in the implementation of technology solutions for new office spaces.
• Collaborates with external vendors and third-party providers for system configuration, testing, and procurement of IT-related equipment.
• Manages the company's phone system by overseeing user accounts, which includes creating and deleting users, handling call routing, generating reports, and other related tasks.
• Collaborates with vendors to assist in supporting and escalating issues related to audiovisual equipment.
• Delivers technical support via phone and email to internal end-users for a range of hardware and software issues.
• Oversees the imaging, setup, replacement, and distribution of laptops for associates.
• Maintains records of all relevant end-user identification information, asset tracking, warranty expirations, and related details.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field. Required
• 6-8 years of overseeing the design, development, and implementation of software and hardware solutions, systems, or products. Required
• 6-8 years of experience in a helpdesk position or equivalent. Required
• Knowledge of desktop and server operating systems. (Required proficiency)
• Knowledge of application support of MS Office and Outlook. (Required proficiency)
• Ability to access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution. (Required proficiency)
• 15% occasional local/regional travel