Job Description:
6-10 years of experience. Responds to and diagnoses problems through discussion with users.
As part of the OCFO technology team, the I. T. Specialist-Cust. Support will provide: I. T. support to OCFO enterprise customers. The IT Specialist is responsible for rendering remote and on-site assistance; troubleshooting, resolving and /or escalating requests for resolution. The IT Specialist must become familiar with OCFO proprietary applications, Microsoft Office 2016/O365 and Windows 10 platform. Also, the I.T. Specialist will be responsible for imaging desktops/laptops. Additionally, the applicant will be required to inventory, configure and deploy telecom devices, desktop computers, laptop computers and tablets. The applicant must have enterprise level experience, excellent written, verbal and inter-personal communication skills, polished telephone etiquette and focus on providing outstanding customer service.
Tasks for the I. T. Service Desk Level 2 Technician are as follows:
Provide OPTIMAL customer support to all OCFO I. T. end-users to include top level senior executives and colleagues.Process customer requests from phone/email, etc.; update inventory records for all desktop/laptop/tablet/mobile device transactions.Configure, image, deploy tablets/laptops/desktops/mobile phones/peripherals on the Windows7 or Windows10 platform.Render account management support to end-users via Active Directory and other OCFO applications; monitor system performance.Document all work/hardware/software transactions by creating/tracking/resolving or escalating tickets per defined SLA's.Render I. T. support by analyzing issues with infrastructure, network, desktops, peripherals, laptops, tablets and minor server problems.Work independently and with team; convey technical information to non-technical customers.Must be able to lift/carry 40 pounds; travel to offsite locations and complete other duties as assigned.CONTRACT JOB DESCRIPTION:
Responsibilities:
Responds to and diagnoses problems through discussion with users.Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.Supervises operation of help desk and serves as focal point for customer concerns.Provides support to end users on a variety of issues.Identifies, researches, and resolves technical problems.Responds to telephone calls, email and personnel requests for technical support.Documents, tracks, and monitors the problem to ensure a timely resolution.Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.Simulates or recreates user problems to resolve operating difficulties.Recommends systems modifications to reduce user problems.Minimum Education/Certification Requirements:
Bachelor’s degree in Information Technology or related field or equivalent experience.Skills:
SKILL
YEARS USED
LAST USED
Overall IT Exp. (6 yrs.)
Education:
Certifications:
I.T. troubleshooting and support in basic networking, with desktops/laptops/tablets and peripherals. Required. 6 Years.
Installation and configuration of tablets/laptops/desktops and peripherals using the current Windows platform. Required. 6 Years.
Customer support for IT related hardware and software issues. Required. 6 Years.
A+ Certification. Highly desired.
Remote Support Tools: Cloud Management Suite. Desired. 6 Years.
Microsoft O365. Desired. 6 Years.
Asset Management. Desired. 6 Years.
Microsoft Windows 10. Required. 6 Years.
Ability to: develop FAQ's and test equipment, applications employing UAT. Desired. 6 Years