IT Support Job at Johnstone Supply- The Ware Group
Position Summary
Position supports users with a variety of technical assistance on companywide computer equipment and systems, serving as primary responder to Help Desk requests and providing infrastructure set up and support. Answers queries on technical issues and offers advice to solve them including training and support to the end user as needed.
Essential Job Functions
- Offers team member-centered technical support for company’s desktop computing environment and corporate network, including all supported hardware, Microsoft Office/Outlook and other business applications and peripheral devices. Recognizes the problem and implements needed solution, making suggestions to leadership for prevention and other solutions.
- Supports security related campaigns and training as assigned. Provides first line response to Crowdstrike endpoint protection alerts and email security alerts/phishing emails and adds entries to allow or disallow based on threat level. Determines accuracy of threat level and escalates accordingly to higher support tier.
- Supports the operation of VPN and O365 multi-factor authentication methods. Maintains the allowed and disallowed list of users respectively. Maintains OU sync between AD an O365.
- Provides support and maintenance for in-house computer systems, including carrying out diagnosis, upgrade, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstations.
- Troubleshoots users’ issues by applying remote monitoring and management software. Responsible for keeping Windows - and other updates as assigned - current on all endpoints.
- Provides solutions to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources.
- Solves problems using critical reasoning, established processes for solving problems and active listening to provide and communicate successful outcomes.
- Ensures targets are achieved in accordance with key performance indicators by identifying and escalating issues that need immediate attention. Carries out root cause analysis and creates new resolutions to problems that occur frequently and makes suggestions to improve departmental goals and services.
- Develops and maintains documentation for technology and business processes related to infrastructure or other areas as assigned for end user support.
- Works with technical teams and end users to execute and maintain systems that apply industry best practices in achieving business objectives, while ensuring the integrity and security of the data, network, and system.
- Frequently checks the ticketing system for incoming service desk requests; thoroughly vets and evaluates requests to successfully resolve.
- Offers outstanding team member support and excellent communication in accordance with all Service Desk procedures and policies by identifying and working with all users. Ensures a positive support experience for team members; develop a good relationship and trust with company corporate users by exhibiting professional attitude and a welcoming approach to understanding team members’ problems.
- Performs upgrades for infrastructure, mobile phones, and any other devices. Carry out software upgrades for presently installed software when necessary and with authorization.
- Performs software imaging fulfilment and Desktop/Laptop hardware builds for projects and acquisitions.
- Performs all related administrative duties, including scheduling of equipment or loaners, accurate inventory maintenance, and any other related needs.
- Performs all other duties as assigned.
Education, Work Experience, & Specialized Skills or Knowledge
- Bachelors’ degree in Computer Science or related field.
- Five or more years of experience in an IT environment supporting desktops, laptops, peripherals, and printers with experience in a service/help desk setting.
- Strong working knowledge of and support for Microsoft Applications including Office 365 Suite.
- Proficiency with applying tablet, desktop, Server Operating Systems, and all Microsoft applications.
- Possession of advanced knowledge of Laptop and Desktop hardware including tablets, Apple products and printers.
- Knowledge of Active Directory and various technical support concepts, procedures, and practices.
- Exceptional customer service and responsiveness with strong listening skills to fully understand end users’ needs or requests.
- Ability to work effectively across various levels of an organization.
- Strong ability to effectively manage multiple tasks simultaneously.
- Verbal and written proficiency is required with the ability to discuss hardware and software issues with end users in a manner those users will comprehend. Ability to communicate proficiently in English in both verbal and written formats.
Why the Ware Group?
- Competitive Pay
- Comprehensive benefits package including Health, Dental, and Vision
- 401K with company match
- Tuition Reimbursement Program
- EAP Program
- Employee Wellness Program
- Employee Referral Program
- Warehouse Safety Reward Program
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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