Information Technology Support Engineer

Boomtown CIO is hiring an Information Technology Support Engineer to provide end user IT support for our client. This position is part of an onsite team embedded with our client. This person is responsible for ensuring our customer's end users receive timely and high-quality technical support. As needed, the Information Technology Support Engineer will escalate requests to Tier II and Tier III engineers. This person also ensures that requests are properly closed and resolution details are clearly documented.This role is a full-time salaried non-exempt position with benefits.Applicants must have the following prerequisites to apply:Excellent verbal and written communication skillsExcellent customer service and organizational skillsKnowledge of Microsoft Windows operating systems and associated subsystemsKnowledge of Active Directory the Microsoft 365 / Office 365 suite of products.Experience with Zendesk and ConnectWise ticketing systems.Ability to provide system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systemsUnited States citizenship and the ability to pass a background check.RESPONSIBILITIESCollect information to analyze and evaluate support issues.Troubleshoot and resolve hardware, software, and connectivity problems, including user access and component configurationSelect among authorized procedures and seek assistance when guidelines are inadequate, significant deviations are proposed, or when unanticipated problems ariseRecord and maintain hardware and software inventories, site and/or server licensing, and user access and securityInstall, configure, and upgrade desktop hardware and peripherals to include: network cards, printers, modems, mice and add-in boardsWork as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systemsWrite and maintain system documentationMaintain confidentiality with regard to the information being processed, stored or accessed by the networkDocument system problems and resolutions for future referenceOther duties as assignedKNOWLEDGE AND SKILL REQUIREMENTSKnowledge of company supported hardware, software and operating systems to include configuration and connectivityAbility to investigate and analyze information and to draw conclusionsAbility to plan, implement, test, and troubleshoot system softwareAbility to develop systems solutions for operational problemsAbility to determine computer problems and to coordinate hardware and/or software solutionsAbility to communicate technical guidance and instruction to users on the use of PC/Mac and/or server applications and systemsAbility to write technical instructions in the use of programs and/or program modificationsKnowledge of computer security procedures and protocolAbility to determine the nature of computer hardware and systems software problems, and to communicate technical guidance and information to usersAbility to learn and support new hardware, software, and operating systemsResponsibilities may require evening and weekend work in response to needs of the systems being supported.EDUCATIONBachelors Degree preferred but not required