Division: Technology
Region: Greenville
JobID: 43394
 

Day to Day:

  • Respond to Break/Fix Issues & Phone Queue: Address break/fix issues as users report problems to the service desk. Additionally, work proactively with users to address potential problems. Break/fix includes problems with any supported hardware or software. Answer service desk calls from phone and email queues when at desk.
  • Provide Software Support: Resolve issues with Microsoft-based software such as Windows and Microsoft Office up to and including 365, as well as other software used by the organization. Work on issues with other, third-party applications such as anti-virus, user-specific applications, or business line applications. Research and test new software. Remove software deemed malicious. Check for software patches/updates and apply accordingly.
  • Provide Hardware Support: Re-image existing hardware, deploy new hardware, and move existing data and configurations to new hardware. Address any issues with peripherals such as printers, copiers, and phones. Address users' hardware for speed/performance issues, malware, spyware, and viruses. Determine if hardware meets specifications for new software. Set up conference rooms with needed peripherals and/or devices.
  • Utilize Ticketing Application & Provide Communication: Update progress of all work performed daily in helpdesk ticketing application. Abide by all support procedures and Service Level Agreement. Effectively communicate status updates with affected user(s) and manager. Utilize vendor-based support when needed. Escalate to the server or network team as needed.

Required Skill Sets:

  • Associate degree in Computer Science or Information Technology related field. Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job may be substituted.
  • Over two years of experience in an Information Technology field
  • A+ certification
  • Various hardware, software, and networking systems being supported
  • Methods used to troubleshoot and repair hardware, software, or network systems.
  • Malicious software programs and their removal.
  • Microsoft-based software such as Windows, Microsoft Office up to and including 365, Outlook, and any other software used by the city.
  • Hardware specifications for installing new software.
  • Re-imaging existing hardware, deploying new hardware, and moving existing data and configuration to new hardware.
  • Personal computers, laptops, printers, copiers, scanners, phones, tablets, security video, equipment relocation, and upgrades.
  • Confidentiality protocols and processes.
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