Responsibilities

• Analyze & troubleshoot computer support problems as well as apply knowledge of software and hardware products, and services to resolve problems of users.
• Provide responsive and accurate technical help desk support to users, employees, clients, etc.
• Handle the responsibility of answering and responding to support emails, telephone calls, and voicemails.
• Work with operations leaders, software developers, lead engineers, and programming professionals to gather relevant information for reporting and record keeping purposes.
• Create and maintain troubleshooting and support documentation.
• Assist STG team in designing and developing utilities for improving support process.
• Other duties as assigned.

Requirements

• Minimum one-year relevant experience working as an IT support resource
• MCP certification in desktop Operating System software required within the first six months of employment (Company paid).
• CompTIA A+ certification required within first six months of employment (Company paid).
• Cisco CCNA certifications are a plus
• Good knowledge of desktop and laptop support
• Ability to diagnose technical issues
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment
• Possess strong business acumen to complete assigned tasks, including the ability to follow complex detailed instructions to accomplish more complex tasks, with confidence and timeliness
• Excellent interpersonal skills: such as telephone communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly
• Superior analytical, organizational, and troubleshooting/ problem solving skills
• Have a growth mindset and willingness to learn and grow as a key part of the STG team

Technical Skills

• Highly skilled with using Microsoft 365 and the Microsoft Office Suite
• Basic understanding of networking principles:
• Client Server networking
• TCP/IP
• Routing /Switching
• DNS
• DHCP
• Basic knowledge of network wiring
• Basic knowledge of wireless security and wireless client configuration
• Entry level knowledge of Active Directory
• Ability to perform basic user account administration
• Basic understanding of network firewalling/security technology
• General knowledge of server maintenance tasks:
• Backup software monitoring and troubleshooting
• Disk defragmentation
• Event log review
• Hardware monitoring tool review
• Managed antivirus software experience
• Malware removal experience
• Troubleshooting fundamentals
• Ability to break problems down and use a logical process of elimination
• Firm understanding of desktop/laptop hardware
• Ability to diagnose hardware problems.
• Familiarity with hardware diagnostic tools
• Firm understanding of mobile device configurations and support