Provide entry level technical software, hardware and network problem resolution to all users by performing question/problem diagnoses, guiding users through step-by step solutions, and clearly communicating technical solutions in a user-friendly, professional manner
Essential Functions and Responsibilities
* Field incoming help requests from end-users and prioritize / escalate the issues appropriately * Troubleshoot software, hardware, and network issues and implement solutions * Implement changes to networks, infrastructure, LAN/WAN/WIFI, and information technology processes * Access and install appropriate upgrades, patches, drivers, etc. * Update documentation describing support processes and procedures * Log all issues from occurrence through resolution * Lead and develop special projects pertaining to information technology * Enforce internal information technology policies pertaining to the corporate network and security * Conduct hardware and software inventory database maintenance and reporting * Provide one-on-one end-user training as needed * Provide input during the development of information technology infrastructure projects * Remain current on Medulla policies, procedures and protocols via the Medulla Intranet: currently yammer.com. * Perform other duties as assigned
* A+, Network+, MCP, or Security+ certification * At least two years of end-user and desktop support * Proficiency with Microsoft Windows 7 operating systems and suite of products (Outlook, Word, Excel, PowerPoint, etc.) * Knowledge of remote support tools and techniques (MS RDP, VPN, etc.) * Availability for flexible hours and/or on-call support * Reliable transportation, valid drivers license, good driving record, and availability to travel 20% - 50% of the time
* Bachelors degree in Information Technology, Computer Science, or related field or equivalent experience/training * Prior experience with web/networked computing environments (Windows Server, Microsoft Exchange 2010, Active Directory, etc.) * Prior experience with help desk ticketing system Dell Kace * Prior experience with VMware and Veeam * Prior experience with Powershell or other scripting languages * Prior experience with imaging PCs and laptops * Prior experience with tablet and iPad user configuration * Prior experience with creation of documents using Visio
* Excellent written and verbal communication skills * Excellent customer service orientation * Excellent planning mindset * Ability to articulate, plan, schedule and execute complex implementation steps for medium to large information technology projects * Customer-service focused and comfort interacting with end-users
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