Technician, IT Concierge

Cogeco•Miramar, FL

2d•Onsite

About The Position

The Support Desk will provide support to the employees of Breezeline, employing a high degree of customer service, technical expertise, and timeliness. The Support Desk offers an advanced level of remote IT assistance for problem resolution and escalates complex issues to higher tier personnel. Support Desk takes ownership of an issue and follows through on a resolution with end users and other pertinent information technology staff. Tracks support calls in the Help Desk ticketing system.

Requirements

Microsoft Office Suite 2016 & 2019
Administration of Active Directory, Google Workspace and VOIP telephony system
Windows 10 & 11, Windows Server 2016 & 2019
Technical and Analytical Skills
Organizational and Time Management Skills
Interpersonal and Communication Skills
Working Knowledge of Wireless networking
Working Knowledge of Network, Systems, and email security

Nice To Haves

Troubleshoot computer and laptop hardware
Troubleshoot basic network and telecommunications connectivity issues
Strong knowledge of printer driver and queue creation, installation, management, and troubleshooting
Create and maintain core desktop image to ensure standards of PC builds using imaging software

Responsibilities

Monitor daily system backups and ensure the integrity
Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems in person, via phone, electronically
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.
Ensure system connectivity of all servers, shared software, and other applications
Monitor and test system performance; prepare and deliver system performance statistics and reports
Perform preventative maintenance, including the installation of service packs, patches, hotfixes, anti-virus software, cleaning of Workstations, Printers and other devices
Apply diagnostic utilities to aid in troubleshooting
Leverage troubleshooting skills, documentation and on the job training to document, resolve or escalate support requests
Use basic and advanced troubleshooting technique to resolve or route issues about email problems or features, network connectivity, personal computer problems, and application problems for employees
Utilize help ticketing system to document and route support case to the appropriate groups who can assist in resolving the issue
Provide end-user support and problem resolution for desktops, laptops, printers, and other devices
Troubleshoot computer and laptop hardware
Troubleshoot basic network and telecommunications connectivity issues
Strong knowledge of printer driver and queue creation, installation, management, and troubleshooting
Create and maintain core desktop image to ensure standards of PC builds using imaging software