IT Support Technician
Company: BlueTower Technical Inc
Posted on: January 16, 2022
Provides technical assistance, support, and advice to end users
for hardware, software, and systems.
Investigates, resolves, and documents computer software and
hardware problems of users.
Answers questions, applying knowledge of computer software,
hardware, systems, and procedures.
Confers with co-workers to research problems and find
Guides users with problems to participate in diagnostic procedures,
using diagnostic software or by listening to and following
Uses remote control software such as TeamViewer to access user's
workstations and servers to conduct investigations,
troubleshooting, apply fixes, etc..
Creates and escalates trouble tickets to Tier 2 Service Desk
Follows quality standards, and displays strong customer service
Completes assigned tasks.
Creates, resets or restores User IDs and passwords through Active
Directory or similar systems.
Researches and updates, as needed, reference publications and
diagnostic aids to seek information necessary to resolve end user
- You will be a self-motivated achiever who gains satisfaction
from providing excellent customer service
- 2+ years previous IT Service Desk and/or Call Center experience
- Experience with call tracking and ticketing software
- Attentive to details and ability to be resourceful (using
- Ability to support users with limited knowledge of computers,
software, hardware and systems
- Excellent communication skills and telephone manner.
- Excellent organizational skills
- Incident Management experience - Managing incidents including
business expectations and communication
- Basic User & Security Group Active Directory
- Strong knowledge of Microsoft based operating systems with
emphasis on Windows 7 and up and Office 2010 and up.--
- Experience with using and troubleshooting Microsoft
Outlook--within a network environment (permissions, calendar
- Experience with any of the following software, hardware and/or
systems is a plus:
- FreePBX/Asterisk, IP Phones & SIP
- Microsoft Servers and Hosted Exchange--
- Barracuda--Email Gateways
- Solarwinds RMM tools
- cPanel / WHM and Plesk web hosting platforms
Keywords: BlueTower Technical Inc, Rochester , IT Support Technician, Professions , Rochester, New York
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