[Hiring] IT Support Services Help Desk Technician @Alchemy Consulting Group

Role Description

This is a remote position. We are currently searching for an IT Support Specialist who will be responsible for acting as first level support for all general IT issues by providing prompt, knowledgeable and courteous support to all end users. This position will also function as part of the IT department to ensure system security and availability standards and procedures are adhered to.

Responsibilities:

• Communicate clearly written, in person, by telephone, or video conferencing.
• Evaluate critical and non-critical issues as needed and to properly maintain/respond/assign tickets in a methodical, timely and organized manner.
• Provide detailed documented history of all incidents in the ticketing system, including diagnostics performed and successful solutions.
• Support desktops, laptops, mobile devices, other hardware/software, and offline systems directly and/or remotely.
• Ensure the security, privacy and proper usage of company-provided assets.
• Keep the department System’s Change Management documentation up to date to maintain assurance of accurate system integrity.
• Training and use of IT applications/tools to perform work duties.
• Manage ticketing systems which include tracking, escalation, follow up and closure.
• Support the Lowe corporate office and remote office infrastructure, telephone, AV systems and guest environments.
• Troubleshoot end user, software and hardware systems.
• Elevate issues as appropriate to Sr. IT Manager after due diligence and review.
• Assist Managers on the administration, security, installation, configuration, and troubleshooting of all site hardware and software.
• Travel to remote offices when necessary.

Qualifications

• Education: Associate degree or completion of a specialized course of study at a business or trade school.
• Experience: Minimum of 6 months to two years of prior help desk or technical support.
• Experience with SharePoint online (or minimum SharePoint server 2016, 2019).
• Candidates must have experience in a similar role or they must possess knowledge, experience, and abilities to successfully perform the responsibilities listed above.
• Working knowledge of computer networking or operation concepts, means, and practices.
• Certification A+, Microsoft 365 Fundamentals.
• Certification Security+ recommended.
• Experience with Microsoft Outlook, Office, Active Directory.
• Experience in a networked computer environment.
• Knowledge of HP printers and Cannon copiers.
• Knowledge of telephone systems.
• Knowledge of wireless (Wi-Fi) systems.
• Help Desk experience preferred.
• High level analytical and troubleshooting skills.
• Excellent oral and written communications skills required.
• Must be able to work flexible days/hours.
• Must be able to lift 20 pounds or more.
• All other duties as assigned.

Benefits

• Dependent care reimbursement.
• Health insurance.
• Dental insurance.
• Flexible spending account.
• Employee assistance program.
• Vision insurance.
• 401(k) matching.
• Work From Home.