Description:
The IT Support Engineer is a key member of the IT team and will be primarily responsible for supporting the end user technology environment. This is a customer facing role providing the first line of support for the organization and highly visible including onsite support for our Scottsdale corporate office. Responsibilities include maintenance and management of company desktops, notebooks, mobile devices, printers, servers, network devices, and other office equipment and related software. In addition, this individual will participate in the implementation of new hardware and software including the installation and configuration of Microsoft applications on the end user computers. This position requires an in-depth knowledge of and experience working with Microsoft Office Suite, Office 365, OneDrive, SharePoint, and other desktop applications. In addition, thorough experience configuring, upgrading, troubleshooting desktop and laptops computers, servers, printers, scanners, and other peripheral devices is necessary. The successful candidate will who will be responsible for the effective and efficient operations, including maintenance and administration, of Windows-based, Apple, and Android computer and mobile phone systems.
Job Functions:
- Respond to level 1 & 2 support requests in a timely and professional manner. Communicate with clients and/or internal staff to report, escalate, and resolve system related or network issues.
- Track and document work tasks, changes, and issues daily in the ticket system.
- Provides IT support team with assistance in utilizing full functionality of desktop management applications, including asset management, remote control (via LAN, WAN, and internet).
- Installs, tests, maintains, and upgrades corporate anti-virus application, deploys Windows OS and application security patches, hotfixes, and updates.
- Administer Windows Servers and Office 365 with an excellent understanding of Active Directory.
- Provides on-site and remote technical support for desktop computers and peripherals in a cross-platform environment.
- Support will include troubleshooting, repair, and installation of hardware, software, and desktop, laptop, and tablet systems.
- Provide support for mobile devices, including Android, iPhone, and iPad.
- Troubleshoot Windows 10 and 11 operating systems, applications, and networking functions.
- Setup and configure workstations to be used in diverse environments, adhering to security requirements.
- Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices.
- Provide assistance to clients for general operation of standard supported COTS software.
- Provides IT support team with assistance in utilizing full functionality of desktop management applications, including asset management, remote control (via LAN, WAN, and internet).
- Other duties as assigned
Job Requirements:
- AA degree preferred or equivalent experience with 3-5 years of experience supporting desktop hardware, software, and strong troubleshooting skills with the ability to gather all relevant information, identify problems, and implement solutions quickly
- 1–2 years’ experience with Desktop Engineering and architectural support planning and strong focus on the technical elements of desktop, Microsoft AD, and GPO
- Strong skills in general Microsoft Office application troubleshooting
- Experience with Office 365, SharePoint, OneDrive
- Experience in installation, upgrades, and support of Windows desktops
- Experience supporting End User Computing devices/BYOD/Cellular devices
- Experience supporting remote users
- Understanding of core LAN/WAN network technologies (TCP/IP, DNS, DHCP, Routing, switches, wiring) and Firewall fundamentals
- Healthcare and EMS (Emergency Medical Services) experienced preferred
Physical Skills:
- While performing the duties of this job, the employee is regularly required to stand, talk, or hear.
- The employee frequently is required to walk, sit, use hands, and reach with hands and arms.
- Must have the manual dexterity to skillfully operate a computer keyboard and other standard office equipment, such as facsimile and telephone.
- The employee must occasionally lift and/or move up to 50 pounds.
- Corrected vision in normal range.
