REQUIREMENTS:

• Associate degree or equivalent experience in Information Technology or related discipline, plus a minimum of two years of experience in the field.
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications, and Operating Systems including Windows, MS Office Suite, etc.
• LAN local area network experience. WAN experience is a plus but not a requirement.
• Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques.
• Able to develop and interpret technical documentation for training and end-user procedures.
• Knowledge of trends in technology relating to software applications.
• Focus on customer service to provide a positive experience for all end-users.
• Ability to communicate ideas in both technical and user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Familiar with SolarWinds is a plus but not a requirement.

• Build, maintain and implement desktop images for all different types of hardware/software.
• Maintain the JIRA Incident Management system to:
• Document all end-user identification information, including name, department, contact information, and the nature of the problem or issue.
• Record, track, and document the problem-solving process, including all successful and unsuccessful troubleshooting leading to the final resolution.
• Prioritize, schedule, and administer all instances where enhancements and defect resolutions are required.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Familiar with Cisco IOS and Meraki systems.
• Able to work independently with minimal supervision.
• Install, configure, and maintain network cabling and other networking equipment such as hubs, switches, and UPS devices.
• Perform installation, configuration, maintenance, and troubleshooting of network-connected end-user hardware, software, and peripheral devices.
• Maintain and enhance the performance of all new and existing software and applications across the organization.
• Identify and learn appropriate software applications used and supported by the organization.
• Participate in designing, developing, and delivering application training programs and individual classes.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on the company SharePoint site to assist in problem resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Collaborate with other IT team members to cross-train and share knowledge.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
  Attend daily/weekly status meetings and provide updates on assigned tasks and projects.