Major Goals and Responsibilities:
· Provide remote technical support to clients over the phone using remote control tools
· Conduct onsite technical support at client location as needed
· Diagnose and resolve workstation, server and network infrastructure issues
· User account management Add/edit/disable accounts, setup new application users, etc.
· Troubleshoot backup, malware, virus and other technical challenges
· Help provision new laptops, desktops and mobile devices
· Work with application vendors in troubleshooting application errors
· Answer end user questions and remediate issues
· Possess the passion for providing great service and the desire to create Raving Fans
· Build solid, long-term relationships with team members and our clients
· Continue skills development; maintain proficiency in current technologies
Products and Services:
· Windows 10 & 11 and associated hardware platforms
· Windows Server 2012, 2016 & 2019 and associated hardware platforms
· VMware or Microsoft Hyper-V virtualization technologies
· Anti-virus, Anti-spam and Anti-spyware
· Backup and Recovery technologies
· Citrix and Microsoft Remote Desktop Services
· Firewalls, Routers and Managed Switches
· LAN / WAN / Wireless networking hardware and software technologies
· Systems Management Software (HP Insight Manager, Dell OpenManage)
Prerequisites:
· Real world experience in a network administration or help desk position
· Strong communication and interpersonal skills
· Strong analytical and organizational skills
· Desire to do what it takes to solve technical challenges
· Industry certifications from CompTIA, Microsoft, Cisco or VMware
· Minimum of a two-year college degree or equivalent experience
· Strong working knowledge of Workstation and Network Operating Systems, Network Applications and LAN / WAN / Wireless Technologies
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