Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Under limited supervision, complete client projects by performing tasks as requested by Project Management, System Infrastructure Project Specialists, clients, and vendors.
- Provide hardware, software, and network support to clients by implementing risk mitigation of downtime, retaining/improving security, and striving to reduce the client’s need to contact support for troubleshooting.
- Assist Clients and Vendors with the configuration and maintenance of various applications and software.
- Create or update documentation on new / modified processes for client projects.
- Act as the initial contact for clients that need technical support related to new client projects.
- Assist technicians with technical problems they encounter.
- Respond and work tickets assigned as appropriate, answer calls related to projects, and create new or updated existing tickets.
- Clearly communicate technical solutions in a user-friendly, professional manner, both verbally and written.
- Follow defined procedures and policies to resolve tasks and document changes.
- Escalate or involve senior technicians on sensitive or complex problems.
- Perform related work as required.
Competencies
- Group Policy Configuration and Management - Required
- Active Directory and Windows Registry Proficiency - Required
- Firewall/VPN Configuration
- Application Support and new Software installation - Required
- Soft skills and client relationship building
- Problem Solving/Analysis
- Proficient in understanding Networking Infrastructure
Supervisory Responsibility
This position has no supervisory responsibility.
Work Environment
This job operates in a professional office environment (both internally/externally) and travels in an automobile (or possibly an airplane). This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Position Type and Expected Hours of Work
This is a full-time position. Hours of work and days are variable, but typically Monday through Friday in one of the following timeslots: 7:00 a.m. to 4:00 p.m., 8:00 a.m. to 5:00 p.m., or 9:00 a.m. to 6:00 p.m. Week-long on-call rotations may be required and will possibly have an alternate work schedule. Occasional evening and weekend work may be required as job duties demand.
Travel
Occasional travel is expected for this position.
