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Job Description
Reports to: IT Team Leader
JOB PURPOSE:
This position provides Incident Management Level 1 support to include incident identification and resolution and is responsible for providing technical support and maintenance for all desktops and applications in the designated site and implementing systems security and policies.
RESPONSIBILITIES:
- Provides desktop and End User Support to ensure accessibility of client tools and applications
- Responsible for incident identification and resolution of level I issues.
- Responsible for supporting all facets of desktop administration (logins, passwords, etc.) and patching (anti-virus and OS patches) at the local site.
- Complete Daily, Weekly, and Monthly checklists accurately and in a timely manner
- Responsible for adds, moves, and changes of all users of the local center.
- Key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with Sykes standards
- Responsible for IT asset inventory and disposal in accordance with Sykes standards
- Assist and act as remote hands and eyes while troubleshooting issues with remote engineers
- Act as the facilities backup for Power Infrastructure (Generator, UPS, HVAC)
- 24x7 availability to support end users on an as-needed basis.
- Serve as the primary IT point of contact for the Site needs relative to site IT needs, issues, etc.
QUALIFICATIONS and EXPERIENCE:
- Bachelor’s degree; strictly in Information Technology, Computer Science, or Computer Engineering.
- Good command of English Language (B1)
- 1 to 4 years relevant experience.
- Excellent understanding of Windows client operating systems.
- Very good knowledge of Microsoft Office 2013/2016/O365.
- Good understanding of Windows server and patching requirements.
- Knowledge of Windows servers; DHCP, DNS, Active Directory Users and Computers, OUs, Groups …etc.
- MCSE and CCNA knowledge is desired; certificates are preferred.
- Good background in networks (LAN and WAN networks fundamentals, switching, routing, wireless … etc.). with basic knowledge of TCP/IP.
- Good knowledge of proxy servers.
- The background of Microsoft SharePoint 2013 is a plus.
- Knowledge of Backup and restore is a plus.
- Basic understanding of Virtualization (VMWare).
- Strong written and verbal communication skills.
- Reporting and documentation skills.
- Able to operate effectively in an environment with both technical and non-technical team members.
- Able to operate with minimal supervision.
