Description
Position Overview
This role is an entry level technical position providing support to Powernet products and services. This position
is responsible for providing help desk support by taking calls and responding to tickets. Assist on installations
and deployments. Ability to troubleshoot, diagnose, and resolve complex issues quickly is a must. This role is
responsible for updating service requests and configuration records as needed. This position will monitor
incoming alerts and determine if escalation is required.
Essential Duties And Responsibilities
- Support Powernet Mission, Vision, and Values
- Provide on-site and remote assistance in resolving technology support issues.
- Review incident tickets and respond to end-users appropriately; resolve open tickets in a timely and
professional manner, ensuring a positive client experience.
- Image PC's and setup user's workstations, laptops, printers, scanners, and copiers.
- Support technology implementations/upgrades.
- Troubleshoot, research, resolve and document technical problems and incidents.
- Anticipate and resolve problem situations. Assist in monitoring corporate technology and maintaining
service level agreements.
- Assess available hardware/software in anticipation of current and future needs throughout all
departments and facilities.
- Stay current on applicable technologies and bring that knowledge to team members.
- Ability to manage multiple activities and tasks simultaneously.
- Answer help desk phones and documenting issues.
- Monitor, researching and resolving to alert messages.
- Rotational On call Responsibility
- Follow documented company policies and procedures.
Requirements
Education, Experience and Skill Requirements
- High School Degree or equivalent, Associates Degree preferred.
- First-level troubleshooting skills supporting Microsoft Windows in domain environments
- Knowledge of cabling and wiring
- Experience with Network Equipment and troubleshooting a plus
- Must possess a valid driver license
- Experience in file and folder permissions
- Experience in Office 365 and Google Suite products
- Experience with anti-virus software
- Experience working with active directory and group policy
