Job Description

Monitor the Remedy ticket queues, troubleshoot and resolve assigned hardware, software and LAN/WAN trouble tickets. Fulfill Service Requests such as workstation moves, software installations and equipment configuration changes. Verify with end users that the issue has been resolved to their satisfaction. Update tickets following a documentation standard template, stating or restating the Issue, Actions Taken, and Next Actions Needed. Manage Windows Server configurations, security patches and applications. Provide support for VPN connectivity Consult and coordinate activities with Service Desk personnel. Communicate plans, progress, and issues in a timely manner. Participate in the weekly on-call duty rotation, providing after-hours support to customers and supported equipment. Support peripheral devices including scanners and printers. Support mobile devices such as IPhones, IPads, Android. Support business continuity plans and site readiness. Maintain server backups Documents, tracks and monitors all problems and requests to ensure a timely resolution. Consistently meets the service target objectives and ticket resolution rates. Performs other duties or special projects as assigned. Offer remote assistance for users with technical needs. Skills: Requires a solid understanding of core networking including but not limited to: LAN/WAN, DNS, TCP/IP, DHCP, IIS, VPN, Wireless and Firewalls Office 365 administration and support a plus. Must be self-motivated, display an attitude of ownership and a strong desire to learn new technologies. Must be a team player with excellent customer service skills and communication skills (both oral and written), attention to detail, comprehensive problem solving and troubleshooting skills. What We Offer: - 29 paid holidays a year - Family Insurance Plan - Regular Wellness Sessions - Regular Rewards Recognition, CSR, Cultural and sporting events