User Support Specialist
TITLE:
USER SUPPORT - IT DEPARTMENTDEFINITION:
Under the direction of the Network Support Supervisor, this person is responsible for all operational services including, but not limited to:
network administration, user support, Citrix Virtual Desktop Infrastructure (VDI), Office 365/Teams/Sharepoint/OneDrive, AirWatch, MS Intune, Win2008
account administration, device imaging and application deployment, proactive monitoring and log review, level 1/2 troubleshooting/resolution of problem tickets, delivery of reliable network services, and installation and maintenance of server hardware and software.
Qualifications:
Education:
Bachelor Degree in Information Technology or 3
years of related experience may be substituted for a degree Microsoft Certified Product Specialist (MCSA/MCSE), Office 365, Azure, and/or the Microsoft Certified System, is desirable vmWare ESX and/or Citrix XenDesktop/XenApp DUTIES AND FUNCTIONS:
Field calls from various sources including electronic ticketing & email systems,, voicemail and written requests.
Calls are either disposed of at this point or passed on to next level.
Maintain ServicePro database of support tickets.
Assist in administering company-wide user accounts, desktops & applications in cloud, on premise, and reporting systems Gathers statistics and information on common complaints & identifies user/issue trends to provide for possible company wide solution Maintains the user call log database Support troubleshooting of LAN / WAN / TCP/IP /S2S/P2S VPN, as requested Maintaining overall health and operation of computer desktop and peripherals Device management using MDM/MAM systems including Airwatch and MS Intune From time to time will assist IT staff with implementation of any and all PCA installed software applications, including system testing, and possibly some end-user training Occasionally requires after hours, weekends for special projects May assist in the Windows 10
setup and configuration under the guidance of and dictated by the Network Administrator/Senior Support Assist in Response, mitigation and remediation of cyber threats and disaster recovery scenarios Assist in implementation of cyber security initiatives and best practices Assist in the review and revamp of end user operating procedures and policies Participate in the ongoing security best practices planning First line of technical assistance to the end-user for user software and hardware problems.
May assist IT staff with implementation with all PCA installed software applications and system testing Proficient in Microsoft operating systems (Win10+), Azure, Microsoft Active Directory accounts, networking and MS Office/365/Teams products, including but not limited to OneDrive, Sharepoint, Teams, Planner, Forms and Power Automate.
Working knowledge of remote PC tools such as TeamViewer, VNC and Windows Remote Desktop.
Assist with printer issues such as toner/paper/call for service, and multi-part forms printing.
Assist with Teams Rooms and other video conferencing hardware & software setups Occasional local travel may be required to assist with technical issues and delivery of equipment (under 50lbs) to remote Senior Centers and/or Meal Site Perform other duties as assigned
Experience:
Must have technical knowledge of the Microsoft Windows Desktop 10+, Server 2008
and MS Active Directory/AD Must have working knowledge and understanding of wireless controllers, switches and routers, mainly CISCO, Aruba & Meraki.
Technical understanding of LAN/WAN networking related to peripheral links (S2S/P2S VPN, 3DES, NFS etc.
) Understanding of remote/wireless communications technologies Must have thorough working knowledge of personal computers/MAC/Mobile - iPad/iPhone Must have background in troubleshooting software and hardware problems Ability to effectively work with all levels of PCA management to drive business, culture, and technology change in a dynamic and complex operating environment Must have background in handling medium to heavy volume of customer calls 3 years' experience in IT Helpdesk / User Support field.
PI225411156 Recommended Skills Active Directory Group Administration Automation Cisco Citrix Systems Citrix Xen App Estimated Salary: $20 to $28 per hour based on qualifications.
USER SUPPORT - IT DEPARTMENTDEFINITION:
Under the direction of the Network Support Supervisor, this person is responsible for all operational services including, but not limited to:
network administration, user support, Citrix Virtual Desktop Infrastructure (VDI), Office 365/Teams/Sharepoint/OneDrive, AirWatch, MS Intune, Win2008
account administration, device imaging and application deployment, proactive monitoring and log review, level 1/2 troubleshooting/resolution of problem tickets, delivery of reliable network services, and installation and maintenance of server hardware and software.
Qualifications:
Education:
Bachelor Degree in Information Technology or 3
years of related experience may be substituted for a degree Microsoft Certified Product Specialist (MCSA/MCSE), Office 365, Azure, and/or the Microsoft Certified System, is desirable vmWare ESX and/or Citrix XenDesktop/XenApp DUTIES AND FUNCTIONS:
Field calls from various sources including electronic ticketing & email systems,, voicemail and written requests.
Calls are either disposed of at this point or passed on to next level.
Maintain ServicePro database of support tickets.
Assist in administering company-wide user accounts, desktops & applications in cloud, on premise, and reporting systems Gathers statistics and information on common complaints & identifies user/issue trends to provide for possible company wide solution Maintains the user call log database Support troubleshooting of LAN / WAN / TCP/IP /S2S/P2S VPN, as requested Maintaining overall health and operation of computer desktop and peripherals Device management using MDM/MAM systems including Airwatch and MS Intune From time to time will assist IT staff with implementation of any and all PCA installed software applications, including system testing, and possibly some end-user training Occasionally requires after hours, weekends for special projects May assist in the Windows 10
setup and configuration under the guidance of and dictated by the Network Administrator/Senior Support Assist in Response, mitigation and remediation of cyber threats and disaster recovery scenarios Assist in implementation of cyber security initiatives and best practices Assist in the review and revamp of end user operating procedures and policies Participate in the ongoing security best practices planning First line of technical assistance to the end-user for user software and hardware problems.
May assist IT staff with implementation with all PCA installed software applications and system testing Proficient in Microsoft operating systems (Win10+), Azure, Microsoft Active Directory accounts, networking and MS Office/365/Teams products, including but not limited to OneDrive, Sharepoint, Teams, Planner, Forms and Power Automate.
Working knowledge of remote PC tools such as TeamViewer, VNC and Windows Remote Desktop.
Assist with printer issues such as toner/paper/call for service, and multi-part forms printing.
Assist with Teams Rooms and other video conferencing hardware & software setups Occasional local travel may be required to assist with technical issues and delivery of equipment (under 50lbs) to remote Senior Centers and/or Meal Site Perform other duties as assigned
Experience:
Must have technical knowledge of the Microsoft Windows Desktop 10+, Server 2008
and MS Active Directory/AD Must have working knowledge and understanding of wireless controllers, switches and routers, mainly CISCO, Aruba & Meraki.
Technical understanding of LAN/WAN networking related to peripheral links (S2S/P2S VPN, 3DES, NFS etc.
) Understanding of remote/wireless communications technologies Must have thorough working knowledge of personal computers/MAC/Mobile - iPad/iPhone Must have background in troubleshooting software and hardware problems Ability to effectively work with all levels of PCA management to drive business, culture, and technology change in a dynamic and complex operating environment Must have background in handling medium to heavy volume of customer calls 3 years' experience in IT Helpdesk / User Support field.
PI225411156 Recommended Skills Active Directory Group Administration Automation Cisco Citrix Systems Citrix Xen App Estimated Salary: $20 to $28 per hour based on qualifications.
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