Job Summary This position is primarily responsible for working with the IT Team to support users and perform in[1]depth system maintenance. The Jr. Tech Support Specialist will be the first-tier response to incoming helpdesk requests and will be the initial point of contact for most user requests. Additionally, the Jr. Tech Support Specialist will set up and maintain new and existing desktop computers, install and configure software for users and provide meeting support for Webex, Teams or Zoom meetings.
- Install new software and perform upgrades to existing software on the Agencies' desktop PCs.
- Install, upgrade and redeploy hardware and telecommunications components on the Agencies' LAN. This can include imaging PCs, assembling and disassembling computers, as well as adding and replacing components parts.
- Troubleshoot software and hardware problems on the Agencies' local area network, with an emphasis on the desktop PC's and HP LaserJet printers. Determine the nature of the problem, and when possible, correct it. When necessary, work with the Desktop Support team or the Network support team until the problem is resolved.
- Serve on the IT Help Desk, answering trouble calls from users, resolving their problems if possible, and referring problems that cannot be resolved immediately to other Tech Support staff.
- Track and maintain software, services and equipment inventory and licensing.
- Communicate with IT team regarding projects, systems status, and client requests.
- Assist other members of the IT Team as needed.
Required Knowledge, Skills, and Abilities:
- Experience with desktop support and diagnostic tools
- Familiarity with Desktop Imaging Software
- Knowledge of advanced computer skills, including knowledge in troubleshooting hardware, peripherals, software, operating systems and internet connections.
- Understanding of TCP/IP, VoIP and VPN clients
- Experience with desktop and server operating systems, including Windows Server 2008/2012 Windows 10, Windows 11.
- Experience with Active Directory, creating and modifying accounts, objects and Windows permissions and security
- Microsoft Office 365 2016 version
- Experience with diagnostic software tools and remote management applications (EV Reach) is highly desirable.
- Advanced LAN, IP, and wireless equipment troubleshooting.
- Excellent written and verbal communication skills
- Outgoing personality and ability to work well with end-users (Good customer service skills).
- Ability to work independently and as a team
- Familiarity with Helpdesk ticketing software and experience with Manage Engine Help Desk Software in particular, a plus.
- Experience with Trellix anti-virus, encryption and EPO console desirable
- Experience with RSA Secure ID administration desirable
QUALIFICATIONS:
- B.S. in an IT related field is a strong plus.
- 3 years' experience supporting end users in a small to medium business environment
- 3 years' experience installing, configuring and maintaining Microsoft Windows 7 and above
- 3 years configuring and installing desktop and laptop computers
- 3 years' experience working with Microsoft Office software, including advanced configuration and troubleshooting
- Experience configuring and maintaining MS Outlook.