Tier 1 Tech Support

SUMMARY:

Responsible for contributing to the successful prioritization and completion of daily Information Technology functions and support. Ensure optimum service quality for existing environments; continued innovation, evaluation, and adoption of new technology solutions; guarantee satisfaction in accordance with the department’s and Company’s high standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Assist in prioritizing and verifying completion of all Information Technology support and managed services tickets; ensuring the Information Technology department provides immediate support and prompt resolution to issues.
• Assist in developing and maintaining support procedures.
• Assist in developing and maintaining technical documentation for all production systems and active projects within the enterprise.
• Perform daily preventive monitoring; verifying the integrity and availability of systems & applications, databases, systems, and/or key processes; reviewing system and application logs when necessary.
• Contribute in the installation, deployment, maintenance, and/or rebuilding of existing workstation environments. Configure hardware and peripherals, services, settings, profiles, storage, security access, etc. in accordance with department policies and procedures.
• Maintain patches and security updates on a regular basis and upgrade systems, applications, tools, and utilities to ensure the department follows established compliance and standards guidelines.
• Required to be a part of the on-call schedule to support, troubleshoot and resolve high priority issues.
• Keep all areas clean and sanitized as directed.

• Responsible for maintaining a consistent, regular attendance record.
• Help keep areas clean and sanitized as directed
• Perform other duties as assigned.

• 24 X 7 / 365 a year business setting. Shift work required. Must be willing to rotate, extend, and irregular schedules as required. Required to work weekends, holidays, and overtime. May be required to work odd hours to accommodate projects, system maintenance, critical issues, emergencies, etc.
• Participate in the regular on-call after hours IT support schedule.

EDUCATION / EXPERIENCE:

Associate degree in Information Technology, Computer Science, Engineering, Management Information Systems, or equivalent; minimum of one to three (1-3) years related work experience; or an equivalent combination of education and work experience.

Relevant technical certifications: CompTIA A+, Network+, Security+ required at time of or during employment. Microsoft, Cisco, VMware, or other relevant industry certifications a plus