User Support Technician-San-Jan-25-03 at Software Galaxy Systems, LLC

Duration: 6 Months (Possible chances of extension)

• Must be onsite
• Hours-M-F; 8-5pm
• Extension possible

Skillset Matrix: Manager Notes

Technology Requirements (I.E Programs, systems, etc):

• Microsoft products, active directory

What does a typical day look like? (daily tasks):

• Working through break/fix tickets, taking calls, setting up new hire

Preferred background/prior work experience:

• Helpdesk experience

Priority soft skills:

• Time management, communication

Summary of Duties and Responsibilities

• IT Help Desk support (On rotating basis with some after-hours coverage):
• Answer help desk phone calls.
• Route help desk tickets to appropriate technicians or support groups.
• Provide on the spot troubleshooting as time allows.
• Provide walk up support.
• Provide local support for the following systems (installation, upgrades, troubleshooting):
• PC/Laptop Hardware and Software
• Network Peripherals, Printers, Copiers
• Telephone System
• Enterprise/Business Applications
• Mobile devices
• Audio/Visual
• Maintain loaner laptops.
• Hardware procurement, inventory, disposal support.
• Account Management advanced support.
• Off-site support (conferences)

Qualifications:

• To perform this job successfully, an individual must be able to perform essential duties satisfactorily. 
• The requirements listed below are representative of the knowledge, skill, and/or ability required. 
• Reasonable accommodation can be made to enable individuals with disabilities to perform essential functions.

Skills:

• Windows 10 & 11 experience.
• Microsoft Office 365 experience.
• Working knowledge of Laptop/Desktop/Printer Hardware.
• General Networking and Wireless skills.
• PC/Laptop build and Imaging experience.
• Active Directory and Microsoft Exchange/O365 experience.
• Desktop support tools working knowledge.
• Anti-Virus, Malware, Spam, and other security remediation experience.
• Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed.
• Ability to be an active participant and contributor on a professional IT Support Team.
• Exceptional communication skills, telephone support skills, and interpersonal skills with a customer service focus
• Ability to plan/organize time and workload.
• Ability to prioritize and escalate based on problem/issue severity.
• Ability to follow standard processes/procedures.
• IT service management system experience required (ServiceNow experience a plus).
• MacOS experience a plus.
• Documentation and Knowledge base experience desired.
• Ability to work assignments that are moderately complex in nature where judgement is required in resolving problems and making routine recommendations.
• Mid-level position, all relevant experience considered, PC support experience required

Education 

BA/BS MIS or CIS (or related technical discipline) desired

Experience 

1-3 years’ experience in IT Help Desk support

Hashtags:

user support, desktop support, IT Support, technical support, helpdesk support, system administrator, computer support, service desk") and (windows or 10 or 11)