Position Summary:

Providing exemplary technical support, managing tickets and inquiries, providing support in accordance with established processes, and documents incidents and remedies. Provides prompt responses to questions from employees, troubleshooting, diagnosing, and resolving problems related to operating systems, hardware and software while managing and maintaining the organization's IT infrastructure.

Essential Job Functions “What You’ll Do”:

• Provide first- and second-level technical support, including resolution of hardware, software, and network issues
• Respond to help desk tickets promptly and follow up to ensure resolution.
• Install, configure, maintain, and upgrade computers, mobile devices, servers, peripherals, and software applications
• Assist with system and network administration, including the optimization of communication systems and video conferencing environments.
• Monitor system and network performance
• Maintain system security by managing antivirus software, firewalls and user access controls.
• Assist with server maintenance, software updates, and security incident response.
• Document IT systems, configurations, procedures, incidents, and produce reports on system performance and security.
• Collaborate with IT team members and vendors to implement technology projects and resolve issues.
• Evaluate and recommend technology solutions, conduct cost analysis, and support asset management, including license tracking

Essential Qualifications “What You’ll Need”:

• Bachelor's Degree in Information Technology, Computer Engineering or a related discipline.
• 2-4 years Troubleshooting and supporting Windows and Mac computers in a help desk environment.
• 2-4 years Windows and Linux server environments.
• Experience in the following:
  • Network: Cisco routers and switches. Structured cabling. Networking concepts.
  • Server: Windows and Linux Servers, AD DS, DNS, DHCP, Exchange Server, etc.
  • Workstation: Windows Desktop OS, Mac OS, Microsoft Office, etc.
• Knowledge of carriers and IP circuit management, including:
  • SD-WAN, and Ethernet based internet circuits.
• Working knowledge of Service Desk software, databases, and remote control tools.
• Demonstrated ability to use Directory Services or Identity and Access Management (IAM) systems to create accounts and join computers to the domain.
• Fundamental understanding of Microsoft 365 and other business applications.
• Knowledge of Service Desk ticketing system, SysAid preferred.
• Demonstrated skill in maintaining and troubleshooting enterprise cloud-based applications.
• Familiar with iPhones & Android OS (Various phones and tablets), including: Configuring Email for Exchange, migrating users’ data and applications to new phones.
• Knowledge of networking concepts and the ability to troubleshoot issues in multi-subnet environments.
• Demonstrated ability to troubleshoot, install, and repair Mac and Windows operating systems, laptops, and desktop.
• In-depth knowledge of escalation, incident management, or other disciplines related to service delivery.
• Ability to work independently, and to manage and prioritize tasks and projects.
• Excellent analytical, troubleshooting, and problem-solving skills, with the ability to multitask across multiple requests.
• Ability to work toward goals, meet deadlines, and contribute positively to the team environment.
• Demonstrated professional interpersonal, communication, and customer-service skills.
• Ability to communicate effectively in both verbal and written forms, including producing in-depth documentation.
• Exposure to virtual team management and the BPO industry.

THE GOOD STUFF!

We embrace diversity and inclusion and encourage our amazing team members at DemandScience to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency. The competitive and comprehensive benefits our team members enjoy are designed to ensure you and your family members are healthy. Check this out!

• Paid time off
• Medical provided through HMO
• Life Insurance
• Peer-Appreciation Program
• Employee Referral Program
• A fast-paced, innovative culture with an open and collaborative environment, where you can make an impact.
• Join a great organization that cares about employees!

DemandScience is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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Find out more at https://demandscience.com/careers/#join-the-team