Job description

The IT Help Desk Technician is responsible for service desk tickets for end users, windows server administration, and phone operations support. The workload will consist of prioritizing end user tickets, analyzes and resolves PC and CISCO phone related issues. Additionally, this role performs onboarding and off boarding employee computer setup services; break fix ticket resolution; and basic windows administration tasks such as Identity Management, patching, software installs, and other similar duties as assigned.

· Responsible for end user PCs and CISCO phones maintenance and support, including:

• Builds, deploys, and maintains PCs, including onboarding and offboarding employees’ PC bundles and recovery and re-inventory of end user equipment
• Deploys & maintains CISCO phones.
• Supports Tier 1 end user requests for service

· Monitors scanners and alerts for uptime availability and performance.

· Monitors tickets for assignments; creates and update tickets accordingly; provides first touch resolution; and assignment of tickets to others or escalation as needed.

· Works assigned service desk tickets for resolution, updating, completion, or escalation.

· Act as a backup/secondary contact to system administrators as needed

· Maintains end user asset inventory for software licenses and hardware and reports when EOQ’s need replenishment.

· Provides peripheral and software support for printers, scanners, speakers, microphones, and other devices.

· Maintains the Gold Image, End User Build, and Standards Documentation.

· Repairs and maintains peripheral devices, including monitors, printers, faxes, scanners, toner cartridges, conference room equipment, etc.

· Assists in security efforts regarding monitoring and resolution of risks such as patching end user devices and updating anti-virus software.

· Maintains and administers email accounts and outgoing e-mail delivery assurance including whitelisting.

· Acting as a windows administrator, provides administrative support for certain tasks as assigned.

· Responsible for Warranty and RMA management of end user equipment.

· Supports Antivirus policies, updates, and deployment.

· Sets up Email security.

· Supports VPN user access.

· Supports Identity Management for changes to access (add, change, or disable) and password resets.

· Complete assigned training for self-development opportunities.

· Reads, comprehends, and adheres to any and all applicable MB&W IT, ISO, and security policies.

· Sitting, standing, squatting, and lifting up to 50 pounds.

Job Type: Full-time

Pay: $34,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location

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