IT Technical Support I

Associates degree preferred.
Minimum 0-2 years Helpdesk experience and systems support desired.
Basic experience working with and troubleshooting Microsoft OS, Active Directory and MS Office suites required.
Basic experience working with and troubleshooting mobile devices (Apple iOS)
Basic network knowledge and troubleshooting understanding of DNS, DHCP and TCP/IP.
Ability to troubleshoot and repair issues in a timely fashion.
Ability to prioritize work flows.
Excellent organizational skills and ability to work independently or on a team.

Respond to phone calls, email, chat, and/or web Helpdesk tickets to provide basic troubleshooting of: Workstations, printers, cellular phones, tablets, business systems passwords, email, standard windows applications, MS Office applications, internet and network connectivity, and other business systems that support business needs.
Configure and perform installation and configuration of workstations, network printing devices, peripherals, and software as applicable.
Communicate daily ticket status to end users.
Maintains Helpdesk documentation.
Document Helpdesk ticket repairs and resolutions upon closure.
Use remote control tools to provide remote end user assistance.
Respond to Helpdesk tickets in accordance with approved work flows, IT policies and procedures.
Participate in on-call rotation for afterhours support as needed.
Assign precedence to high priority items to conform with service level agreements.
Offer courteous and responsive customer support to end users.
Perform research and problem resolution using knowledge base and best practices.
Professional and prompt communication with co-workers and supervisors, in person, verbally and in writing.