Provide day-to-day technical support for end user hardware and software needs and project based support for IT initiatives. You will be responsible for providing routine, technical support and maintenance for desktop, laptop, and network systems including hardware, application software, operating systems and connectivity. Your responsibilities will include troubleshooting hardware and software issues and document resolution and support as needed in addition to installing, configuring, and updating end-user desktop and laptop software with support as needed. You will also be responsible for prioritizing and escalating issues when appropriate to other IT team members.

Responsibilities

Provide IT support through chat, phone, email, and in person
Conduct onboarding and offboarding of users, including imaging and account setup.
Triage and respond to IT requests in an appropriate and timely manner
Document, record, and log work in the ticket system
Contact third-party support for resolution of software issues.
Maintaining inventory of IT equipment
Installation, configuration, upgrade, and maintenance of desktops, laptops, printers, scanners, and mobile devices as needed
Assign file and folder permissions as needed
Support various technologies including Windows Desktop/Server/Active Directory architecture, Microsoft365 Collaboration suite (Outlook/Exchange email, Teams collaboration, etc.) RingCentral, Sophos, CCH Axcess
May occasionally work off-hours support to coordinate problem resolution and maintain continuous operation

Experience/Qualifications

7+ years’ work experience in helpdesk and/or system support
Knowledge of computer systems, cloud applications, and networks with various operating systems and solutions
Excellent communication and documentation skills
Customer-focused service orientation
Ability to work independently with minimal oversight
Ability to research and present solutions
Proven knowledge of basic troubleshooting
Strong problem-solving skills

Preferred Qualifications

Associates degree (Higher Education, Higher National Diploma)
At least 5 years of end user and hardware support
At least 5 years of office support, call center or phone support work experience
At least 5 years operating systems support work experience
At least 5 years of end-user device support and troubleshooting work experience

Reynolds + Rowella

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