This position is responsible to provide hardware and software application support to end-users as first point of contact on-site or via telephone.

Job Duties:

• Effectively, professionally, and respectfully assist end users with technical questions or problems
•  Document support requests in call tracking software with thorough details of problem and steps taken to resolve
• Identify issues which must be resolved by the Network or Development Team and refer issues accordingly, providing detailed description of problem
• Refer tickets not resolved with basic troubleshooting to Tier II Support Techs, Help Desk Director or Network Team, providing detailed description of problem and troubleshooting steps already taken
•  Prepare new PCs with base image, installing and configuring any specialty software required, and setting up or shipping as needed
• Prepare PCs for return to lessor loading base image and packaging for shipment
• Research solutions to recurring software problems and make appropriate changes; document findings in call tracking software
• Perform hardware and/or software maintenance as needed • Install new hardware and software as needed
• Participate in Help Desk meetings to discuss open issues and keep team informed of ongoing work •
• Prepare checklists and processes for Help Desk and keep updated as changes to system occur
• Request quotes for IT related purchases

Qualifications:

• Require a minimum two-year technical degree at an accredited technical school/college
• Prefer 2+ years of on the job relative experience
• Ability to communicate effectively with technical and non-technical staff in person and via telephone  
• Ability to multi-task in fast-paced environment
• Basic knowledge of Local Area Networking and Active Directory
• Familiarity with MacOS a plus, iOS and Android devices
• Proficiency in the following programs: Microsoft, Office 365, Kace, Adaxes, Bomgar, etc.
• Ability to work four 10-hour schedules including 3 weekdays from 10a– 9p and every other weekend from 9a– 8p.
•  Must work holidays. Occasionally hours would change to 8a– 7p.

Contact: pkumar@getcrg.com
Category Code: JN008