SPECIFIC CERTIFICATION OR QUALIFICATIONS REQUIRED: High school diploma Minimum: Associate degree or A+ Certification, N+ Certification, or MTA Certification
Required Technical Expertise:
1. First-Level Support and Issue Escalation:
• Functions as the primary interface for initial troubleshooting of software, hardware, and telephony systems, with proficiency in escalating Tier 2 and Tier 3 issues to appropriate IT specialists.
• Ensures client satisfaction by providing high-level, clear communication channels and sophisticated problem-resolution techniques.
2. Analytical and Diagnostic Skills:
• Applies methodical analytical approaches to diagnose underlying problems in desktop and network infrastructures during user interactions.
• Expert in systematic troubleshooting and fault isolation across various IT assets.
3. Ticketing System Management:
• Manages and monitors the ticketing system (Cherwell), ensuring timely responses and proper ticket assignment.
• Facilitates creating and following up service tickets, escalating complex issues as needed.
4. Technical Proficiency:
• Proficient in various applications including Cisco Communications, VPN software, Active Directory, Windows OS, and Microsoft Office suite.
• Demonstrates troubleshooting capabilities for devices such as computers, printers, scanners, and telephones.
• Understand network fundamentals, including firewall rules and LAN configurations.
• Familiar with Cisco VoIP systems and cybersecurity principles to effectively identify and mitigate security threats.
5. Hardware and Software Deployment:
• Executes system upgrades, installations, comprehensive hardware configurations, and reimaging within corporate IT standards.
• Implements strict hardware asset management protocols and enforces security policies including user account controls and PCI compliance adherence.
6. Network and Security Foundations:
• Possesses an understanding of network infrastructure components, including PC firewall configurations and basic VoIP setup.
• Enforces cybersecurity measures by recognizing and neutralizing threats by established organizational security frameworks.
7. Emerging Technologies and Systems Management:
• Working knowledge with Microsoft Intune for device and application management across diverse mobile ecosystems, including Android and iOS.
• Familiar with document management systems such as ApplicationXtender, enhancing document storage and retrieval processes.
8. Research, Documentation, and Knowledge Base Development:
• Conducts targeted technical research using specialized search engines to enhance troubleshooting capabilities.
• Crafts detailed service documentation and procedural guides to bolster service desk efficiency and knowledge sharing.
9. Proactivity and Multitasking:
• Proactively addresses pending service requests and incomplete tickets.
• Displays initiative and manages multiple tasks simultaneously
10. Additional Duties:
• Willingly performs additional responsibilities to support the IT department’s objectives.
