Systems Support Technician

Emergent Holdings Career Section

136d

About The Position

The primary responsibility of this role is to apply technology to resolve business problems. Under general direction, the System Support Technician will work directly with the IT HelpDesk team members to provide internal system support to all internal Enterprise customers. The incumbent will screen, refer and diagnose internal inquiries and work requests to support the organization's internal user’s computer hardware and software. Provide technical support to computer users both on the telephone and face to face with a concerted focus to optimal customer service.

Requirements

• High school diploma or G.E.D.
• A minimum of two years experience working within an IT environment with business systems support or relevant experience that provides the necessary skills, knowledge and abilities.
• Six months relevant customer service duties required.

Nice To Haves

• Associate degree in computer science field or related business field preferred.
• Progression toward a minimum of one industry recognized Operating System or Hardware based technical certification such as Microsoft Certified Solutions Associate (MCSA) or CompTIA A+ preferred.
• Experience working within an IT HelpDesk highly preferred.

Responsibilities

• Assists with internal customers and resolves lower complexity call incidents, primarily through the incoming ACD/phone system queue via phone support.
• Obtains foundational knowledge as referenced in the IT HelpDesk standards to triage and troubleshoot client computing devices and peripherals for internal enterprise customers.
• Peripherals include, but not limited to mobile devices, tablets, printers, cameras, projectors, and similar devices.
• In a learning capacity performs asset management by maintaining accurate and up-to-date equipment inventory and configuration details by location.
• Updates support documentation and user references (i.e. faxing, operating system, and Microsoft Office applications), as necessary, for client computing.
• Communicates with internal customers related to software and hardware issues and problem solving.
• In a learning capacity supports documentation, workarounds and solutions to customer and peers through training and communication from Systems Support Analyst I positions.
• Develops ability to provide routine troubleshooting for audio/video and conferencing equipment.
• Performs password resets for various applications and network accounts.
• Triages incidents reported to Help Desk via email or ticketing system.
• Assists with installation of computer images, and configures client software, and completes configuration of new equipment for customer deployment.
• Installations performed remotely or locally when necessary.
• Performs batch processes; billing.
• Completes shift production schedule.
• Performs check processes, and printing.
• Runs production reports and executes applications, as scheduled, or on demand.
• Monitors data backups of servers and databases i.e., UNIX, ORACLE, WINDOWS, and SQL.
• Assists with restore of data and archive logs, as required i.e., UNIX, ORACLE.
• Operates personal computers and peripherals to monitor systems processing and transactions.
• Analyzes and reports errors/issues to supervision, and appropriate application support personnel; and takes corrective action as needed.
• Performs exports of various files between various servers and purges files as necessary.
• Powers down production print equipment as needed following a series of commands to ensure an orderly shutdown.
• Test critical production applications on demand; identifies discrepancies for resolution.
• Maintains accurate and up-to-date tape library system of data tapes from all computing systems.
• Verifies off site rotation of tapes.
• Develops IT Operations process documentation to support job functions as required.
• Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
• Performs print-to-mail balancing as required.
• Understand the SDLC methodology – System Development Life Cycle.
• As needed, will cover job responsibilities of Print Center technician.
• Assists with scheduling and performing computer relocations associated with customer hires, position changes, and relocations as needed.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees