Technical Support Analyst-Help Desk Tier I/II
Charlotte, NC | Contract
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
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