DURATION: 8+ MONTHS

Job Description:

• Performs software installations manually and via automated deployment tools and command line scripting
• Keep software updated on clients with the latest patches and updates
• Create software packages for ease of use and consistent deployments to agency
• Onboarding and offboarding both new and separating employees Supports and maintains user account information changes including system access rights, security, and system groups Manages and monitors customer IT issues using helpdesk tools Keystone Edge (KSE), Shared Email Inbox, and SharePoint.
• Provides support over the phone, in person, and using remote control tools Acts as a liaison to ensure the delivery of high-performance IT support services
• Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers
• Provides recommendations to management for the improvement of systems and processes
• Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)
• Creates documentation of work processes and procedures, and creates job aids for internal staff

Required Skills:

• Working experience with Microsoft Software Installer (MSI) packaging, and packaging software for installation, testing, and deployment to desktops remotely
• Working knowledge of Managed Engine Endpoint Central, Microsoft Systems Center Configuration Manager (SCCM), and other automation tools for updates, patching, and software vulnerability remediation.
• Considerable experience troubleshooting software packages, deployments, and client components.
• Considerable scripting experience with but not limited to PowerShell, VBScript, and batch scripts. Working knowledge analyzing vulnerability reports to determine patching priorities.
• Strong customer service skills with a “Customer First attitude Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365 Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones Excellent research and investigative skills
• Knowledge and experience in Active Directory, Group Policy (GPO), remote support tools, basic networking
• Experience in working with help request tracking and reporting tools
• Knowledge of IT concepts and trends and new technologies
• Ability to troubleshoot hardware and software issues, and communicate solutions to customers both verbally and inwriting
• Ability to communicate effectively verbally and in writing with individuals and groups

Skills:

• Working knowledge of Managed Engine Endpoint Central, Microsoft Systems Center Configuration Manager (SCCM), and other automation tools for updates
• Considerable experience creating and troubleshooting software packages, deployments, and client components.
• Considerable scripting experience with but not limited to PowerShell, VBScript, and batch scripts.
• Windows Desktop OS
• Active Directory
• Microsoft365
• Troubleshoot Hardware/Software
• A/V Support
• Mobile Device Support

Please refer the Job description for details