Sr. Desktop Support at Veloc Inc

POSITION SUMMARY :

Support Helpdesk/Desktop users, IT servers, network, and enterprise software infrastructure for office, and at other company sites when required. Support Microsoft and Apple operating systems for the end users and executives. Coordinate with IT leaders and internal staff personnel that are located at different offices across the US to optimally service both local and remote office locations. Ensure customer first philosophy is observed through great service and support.

ESSENTIAL JOB RESPONSIBILITIES :

Work in person with employees who are experiencing issues with their technology devices (Phones, Tablets, or computers).

Respond to all Helpdesk tickets for corporate office.

Respond to all in-person requests for assistance.

Support a diverse group and operate in the current office culture that includes executives, construction, accounting, marketing, etc.

Document everything that is not already documented.

Close helpdesk tickets in a timely manner.

Identify pain points and develop workflows with IT Manager.

Assist all staff and vendors with technology-related needs.

Ensure proper compliance and infrastructure security.

Deploy new computer hardware.

Adapt to fast-changing tasks that come up.

Partner with vendors to support IT, network, computer and server needs.

Manage priorities of IT technology between the user departments to evaluate new technologies.

Assist with relocating computer equipment throughout the building.

Have experience with hardware setup and troubleshooting Microsoft Windows 10 and to a lesser degree Apple OS system.

Support Apple iOS on iPhone and iPad.

Respond to Virus, Malware and various security threats while implementing preventative measures to minimize risk.

Understand basics of LANs, WANs and Wireless Networks.

Give excellent attention to detail and produce high-quality, accurate work within designated deadlines.

Ability and internal drive to demonstrate a positive, winning attitude and a strong work ethic in the performance of all job responsibilities. Successfully manage time and technical responsibilities, set accurate expectations and meet deliverable deadlines while working in a team and information-sharing environment.

Perform all other job-related duties as requested.

KNOWLEDGE, EXPERIENCE AND SKILLS :

At least 3 years of experience in IT infrastructure or related field.

Working knowledge/experience with workstations, laptops, printers, smartphones, and tablets.

Working knowledge/experience of PC imaging tools, diagnosis and remote-control tools, documentation, and ticketing.

Excellent troubleshooting, problem solving, & root cause analysis skills.

Excellent customer service skills - Must be able to interact in person with customers who are experiencing network/technology related issues.

Ability and willingness to share knowledge with, lead and mentor team members.

Use interpersonal skills to deal effectively with all business contacts.

Excellent working knowledge of Microsoft and Apple operating systems.

Exhibit good understanding of a large entertainment venue environment and how the business is affected by network changes.

Strong cognitive understanding and development of policy and procedures.

Working knowledge of installations, terminations, maintenance and troubleshooting network cabling infrastructure, including moves, adds, and changes of any network or related equipment.

Strong organizational and time management skills with ability to prioritize and manage multiple tasks in a high-energy environment. Strong interpersonal skills and the ability to create and maintain solid working relationships at all levels across the organization and externally.

Professional appearance and demeanor.

Work with corporate IT to incorporate any applicable standards across technologies.

General knowledge in networks to include basic TCP/IP understanding, DNS and DHCP.

PREFERRED QUALIFICATIONS:

Bachelors/Associates degree in Computer Information Systems or related field/work experience 4 years+. (Experience can be substituted for education).

Experience with Microsoft Active Directory and Exchange.

CompTIA A+ / CompTIA Network+ / CompTIA Security+ / CCNA.

General knowledge of networking, serial communications, video and broadcast technology.