IT Support Engineer
DEPARTMENT: Information Technology
REPORT TO: IT Lead
STATUS: Full Time
UNION AFFILIATION: Non-Union
FLSA: Exempt
GRADE: 1
JOB OVERVIEW:
Under direction of the Information Technology Director, assists staff with technical support of desktop/laptop computers, applications and related technology. Support includes specifications, installation and testing of computer systems and peripherals. Employee will also assist in the maintenance, testing, troubleshooting of mobile phones, office phones, network servers and associated equipment. This position requires an employee with solid experience with Microsoft Server and Workstation products. He/She has solid know-how of this product family and of underlying technologies. He or she has experience in providing customer support in person, over the phone and via e-mail.
ESSENTIAL FUNCTIONS:
1. Support and troubleshoot issues at several locations throughout Brooklyn
2. Solve support cases.
3. Perform installation, configuration, routine maintenance, and troubleshooting of end user hardware (desktops, printers, etc)
4. Proactively stay up to date with all the latest technologies
5. Recognize and escalate difficult technical within the organization or to external vendors
6. Work with support and/or product development personnel to troubleshoot and workaround product issues
7. Create Knowledge Base Articles / Technical Notes
8. Prioritize both time and projects, working independently
9. Listen, comprehend and communicate on the fly.
10. Administer and maintain end user accounts, permissions, and access rights.
11. Configure and support Windows Mobile, Blackberries, and other Smartphones/PDAs.
12. Document network problems and resolutions for future reference.
13. Provide on-call technical support.
14. Assist with other duties as needed.
SKILLS REQUIRED:
1. Excellent customer support skills with 4+ years of high-level technical support in Windows environment.
2. 4+ years technical experience with computer software, including the installation and configuration of hardware including desktops, notebooks, printers, scanners, and thin clients
3. Must have Windows XP, Vista, desktop/laptop and Microsoft Office Suite work experience.
4. Experience installing software, patches, and updates on desktops and laptops.
5. Networking including basic knowledge of TCP/IP, routing, firewalls
6. Knowledge of enterprise anti-virus software.
7. Good technical skills in Windows 2000, Windows 2003 and Active Directory.
8. Good technical skills in Windows Terminal Services
9. Good technical knowledge of MS Exchange (2000 and 2003).
10. Good technical skills in Outlook.
11. Ability to communicate effectively
12. Highly self-motivated and independent
13. Excellent troubleshooting skills
14. Extensive experience in examining, investigating and solving dynamic problems with ability to think "out-of-the-box”
15. and develop creative solutions.
16. Well-organized with the ability to multi-task and work with minimal supervision.
EXPERIENCE REQUIRED:
1. Knowledge of Windows Server operating system architecture and security.
2. Good technical knowledge of MS Terminal Services (2000).
3. Experience with EMR system
4. Experience working issues/cases at all technical levels.
5. Flexible hours.
EDUCATION REQUIREMENTS:
1. MSCE Certifications a plus
2. A+ Certification a plus
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