Systems Support Technician

• Installation of Windows Operating Systems, including PC imaging and deployment
• Configure and deploy IP telephony and unified communications software and devices (Microsoft Teams)
• Update and maintain inventory and I.T. documentation.
• Perform technical environment reviews.
• Configure, support, and troubleshoot Apple iOS mobile devices.
• Create tickets using ticketing procedures and follow escalation procedures.
• Incident validation - alarm verification (i.e., log into devices once an alarm is received to ensure it’s not a false positive, and elevate as necessary)
• Open and manage cases with 3rd party vendors (Dell, Lenovo, Microsoft, etc.)
• Ticket follow up and quality assurance.
• Night and weekend support coverage and project work as necessary
• Escalate tasks to senior support team members.
• Other tasks as required

• Associate degree in computer science or combination of certification and 2+ years related experience.
• Extensive experience with PC hardware set up and installation.
• Extensive knowledge of Microsoft Windows operating system
• Familiarity with Microsoft Power Shell
• Experience configuring, managing and troubleshooting Apple iOS devices.
• Familiarity with Active Directory and Office
  365 user and permissions management
• Understanding of Virtual Private Networks
• Familiarity with basic networking concepts (TCP/IP switching and routing, DHCP, DNS, SNMP)
• Strong problem-solving skills and attention to detail
• Excellent customer service, written and verbal communication skills.
• Self-directed and highly motivated

Demonstrates expertise in Windows Operating System installation, configuration, and troubleshooting, along with strong skills in managing Apple iOS devices and networking concepts. Proven ability to provide excellent customer service and maintain IT documentation while effectively managing incidents and vendor relationships.

• Windows Operating System Installation
• Apple iOS Device Management
• Microsoft Power Shell Familiarity
• Networking Concepts (TCP/IP, DHCP, DNS)
• Customer Service Skills

• PC Hardware Setup
• Incident Validation
• Ticketing Procedures
• Virtual Private Networks
• Active Directory Management
• Office
  365 User Management
• Technical Environment Reviews
• IP Telephony Configuration Unified Communications Software
• Quality Assurance

• Problem-Solving Skills
• Attention to Detail
• Written Communication Skills
• Verbal Communication Skills
• Self-Directed

• Associate Degree in Computer Science

• IT Documentation
• Ticket Management
• Alarm Verification
• Escalation Procedures
• 3rd Party Vendor Management

• Microsoft Teams
• Dell
• Lenovo
• Microsoft