IT Support Technician

Company: BlueTower Technical Inc
Location: Rochester
Posted on: January 16, 2022

Job Description:

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 solutions.
Guides users with problems to participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
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 staff.
Follows quality standards, and displays strong customer service skills.
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 issues.
QualificationsRequired Skills:

• 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 required
• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation)
• 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 administration
• 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 sharing, delegation)
• 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
• Wordpress
  

Keywords: BlueTower Technical Inc, Rochester , IT Support Technician, Professions , Rochester, New York