NUTRAMAX LABORATORIES GROUP
Level I Desktop Support Technician
NUTRAMAX LABORATORIES GROUP, Lancaster, South Carolina, us, 29721
Job Details
Job LocationSC1-L - Lancaster, SC
Position TypeFull Time
Desktop Support Technician - Level 1
Summary of the Position:
The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Level I Desktop Support Technician is to provide support for all Nutramax Laboratories employees. The Level I Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The position requires one to be able to work in a fast-paced environment which provides services via the phone, e-mail and in person. Work is performed with some supervision but still requires initiative and sound judgement.
Roles and Responsibilities:To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.Upgrade various hardware and softwareAnalyzes and resolves end user hardware and software computer problems in a timely and accurate fashion.Implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams where necessary.Accurately record, update and document requests using the Nutramax Helpdesk system.Install and configure new IT equipment.Maintaining the integrity of the security of the network including remote access, password access, file access, intruder access, and protection against malwarePerforming user analysis, trouble shooting problems, and following through to resolution or escalationEscalate problems and issues to Level II support, management, or vendors as neededProviding support for home office and remote employeesPerform other assigned duties as may be required in meeting company objectivesCommunicate effectively with other departments within the organization and function within a team environment.Filter customer requests and data via Phone, Email, and the helpdesk ticketing systemConduct basic troubleshooting using questions to find out the level of support needed, resoling issues where possible or escalating to level IIRegular attendance is required.Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.Minimum Requirements:
Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse communityWorking knowledge of networking concepts & technologies, Operating System technologies, and Security concepts.Systems knowledge, documentation, and methodical problem-solving skillsMust be customer service orientedExcellent verbal, telephone, and written etiquetteProven ability to follow instructions, work under supervision, and multi-taskEffective and efficient troubleshooting and problem-solving skillsMust be reliable and possess good organizational skillAbility to lift, move and inspect computer terminals, servers, switches, printers and related equipmentAbility to enter and access information from a computerCapable of sitting for prolonged periods of time at a computer screenAbility to operate general office equipment such as computers, copiers, fax, etc.Works in office conditions but may be required to visit other department locations with data processing and related communication equipmentFollow solutions and KB articles to resolve helpdesk incidentsEducation and Experience:
Associates degree in Computer Science (BS preferred) and/or equivalent technical certification with a minimum of 1-3 years of Information Technology work experience in a LAN/WAN environment.Industry recognized technical certification such as a Microsoft MCSE, Network +, Server+ or A+ preferred but not required.Working technical knowledge of network and PC operating systems, including the most current Desktop operating system.Hands-on hardware/software troubleshooting experience.Able to install, support, and troubleshoot server and PC hardware components and peripherals.Prior experience with a helpdesk ticketing system.Prior experience working with imaging software to configure and deploy computers.Prior experience troubleshooting multifunction-printers
Supervisory Responsibilities: None
Job LocationSC1-L - Lancaster, SC
Position TypeFull Time
Desktop Support Technician - Level 1
Summary of the Position:
The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Level I Desktop Support Technician is to provide support for all Nutramax Laboratories employees. The Level I Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The position requires one to be able to work in a fast-paced environment which provides services via the phone, e-mail and in person. Work is performed with some supervision but still requires initiative and sound judgement.
Roles and Responsibilities:To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.Upgrade various hardware and softwareAnalyzes and resolves end user hardware and software computer problems in a timely and accurate fashion.Implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams where necessary.Accurately record, update and document requests using the Nutramax Helpdesk system.Install and configure new IT equipment.Maintaining the integrity of the security of the network including remote access, password access, file access, intruder access, and protection against malwarePerforming user analysis, trouble shooting problems, and following through to resolution or escalationEscalate problems and issues to Level II support, management, or vendors as neededProviding support for home office and remote employeesPerform other assigned duties as may be required in meeting company objectivesCommunicate effectively with other departments within the organization and function within a team environment.Filter customer requests and data via Phone, Email, and the helpdesk ticketing systemConduct basic troubleshooting using questions to find out the level of support needed, resoling issues where possible or escalating to level IIRegular attendance is required.Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.Minimum Requirements:
Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse communityWorking knowledge of networking concepts & technologies, Operating System technologies, and Security concepts.Systems knowledge, documentation, and methodical problem-solving skillsMust be customer service orientedExcellent verbal, telephone, and written etiquetteProven ability to follow instructions, work under supervision, and multi-taskEffective and efficient troubleshooting and problem-solving skillsMust be reliable and possess good organizational skillAbility to lift, move and inspect computer terminals, servers, switches, printers and related equipmentAbility to enter and access information from a computerCapable of sitting for prolonged periods of time at a computer screenAbility to operate general office equipment such as computers, copiers, fax, etc.Works in office conditions but may be required to visit other department locations with data processing and related communication equipmentFollow solutions and KB articles to resolve helpdesk incidentsEducation and Experience:
Associates degree in Computer Science (BS preferred) and/or equivalent technical certification with a minimum of 1-3 years of Information Technology work experience in a LAN/WAN environment.Industry recognized technical certification such as a Microsoft MCSE, Network +, Server+ or A+ preferred but not required.Working technical knowledge of network and PC operating systems, including the most current Desktop operating system.Hands-on hardware/software troubleshooting experience.Able to install, support, and troubleshoot server and PC hardware components and peripherals.Prior experience with a helpdesk ticketing system.Prior experience working with imaging software to configure and deploy computers.Prior experience troubleshooting multifunction-printers
Supervisory Responsibilities: None