Describe workplace structure.
Describe workplace policies and procedures; general and Information Technology (IT) related.
Demonstrate efficient basic task/time management, status reporting, work order updates, team participation.
Demonstrate ability to communicate technical ideas/concepts when assisting users unfamiliar with IT jargon.
Identify, research, and resolve technical issues affecting the following, but not limited to; desktops, laptops, servers, printers, access points and mobile devices.
Demonstrate knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Identify and demonstrate knowledge of computer software by: installing, configuring, and providing customer assistance in using common software, such as, but not limited to; Microsoft Office and/or Apple equivalents.
Provide all aspects of day-to-day support to users in Windows-based environments.
Demonstrate ability to maintain user accounts and access privileges.
Customer Service Fundamentals
Perform help desk functions assisting in the following, but not limited to; internal and external systems, databases, networking equipment, personal computer systems, and peripherals.
Employ knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Consult with users, management, vendors, and technicians to assess computing needs and system requirements.
Respond promptly to inbound help desk requests and provide remote remediation when required.
Identify, research and resolve technical issues affecting the following technologies: desktops, laptops, servers, firewalls, switches, printers, access points, tablets, mobile devices, telecommunications technologies, Internet connectivity & Intranet connectivity.
Networking and Systems Fundamentals
Provide support for Windows Server 2008/2012/2016 networks (if applicable).
Perform user maintenance through Active Directory.
Configure a network operating system, including protocols, accessibility, and layering.
Troubleshoot issues related to routing & switching.
Support & maintain network equipment including but not limited to Cisco, Meraki, SonicWall, & HP.
Support & maintain backup technologies utilizing tape and disk-disk architectures such as Acronis, ArcServ, Barracuda & Symantec Backup Exec.
Support and maintain network equipment including but not limited to Cisco, Meraki, SonicWall, and HP.
Remediate malware infections using Anti-Virus and Anti-Malware applications.
Additional Computing Topics
Demonstrate a solid understanding of technology such as, but not limited to; databases and their application; multi-media software; video conferencing applications.
Provide internal training to staff on how to support and manage various technologies currently utilized and new ones as they are implemented.