Technical Support Analyst-Help Desk Tier I/II

Charlotte, NC | Contract

Post Date: 01/02/2018 Job ID: 2251269 Industry: Information Technology

In conjunction with TRC Staffing, our direct client is searching for a Technical Support-Help Desk Tier I/II Analyst to work onsite at the Charlotte, NC office. As a member of the Information Systems Department, the Technical Support -Help Desk Tier I/II will oversee the deployment; maintenance and support for desktop and laptop computer hardware and software, in addition to supporting server based application and mobile devices. The Technical Support -Help Desk Tier I/II will also be involved with projects involving the corporate telephone system and the network infrastructure.

Primary responsibilities include but are not limited to:

• Management of client desktop and laptop computers (Mac & Windows PC's):

o Managing user accounts on Windows domain.

o Providing technical support by phone, email, TeamViewer, and in person, and logging incidents into issue tracking system

o Troubleshooting network connectivity issues with client computers, printers, and other devices

o Maintains an asset inventory of personal computers and software licenses

o Preparing Windows and Mac computers for associates by installing and testing operating systems and applications, and

customizing for the individual users.

o Ensures antivirus software is installed on PCs, and takes appropriate action when viruses and malware are suspected

o Maintaining client workstations, including routine maintenance and updates.

o Advises on workstations that need to be upgraded or replaced

o Managing the proper disposal of decommissioned equipment, including destruction of data on storage devices.

o Enforcing network security policies

• Administration of server applications:

o Windows Server & Linux platforms (Based on skill set)

o Applications include MediaWiki, Microsoft Exchange, and GFI Fax Maker, among others

• Administration of ShoreTel phone system

o Sets up and troubleshoots VoIP phone equipment for users

o Modifies call routing behavior at the request of department managers

o Installs updates and upgrades as necessary

• Infrastructure Support

o Building, testing, and installing network cables

o Supporting facility audio/video systems

• Miscellaneous

o Routinely assists other departments with finding solutions to issues by way of technology

o Documenting support processes

o Creates help articles for users on WIKI

o Helps to enforce software license compliance

o Configuring Android- and Apple IOS-based mobile devices for email


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