• Install, configure, test, and troubleshoot PC hardware and PC software applications
• Support Windows 10, Windows 7, and Microsoft 365 Applications
• Support IOS devices (iPads, iPhones, and MAC PCs), Local Area Networks, Wireless Networks, and TCP/IP protocols
• Use the Jira issue tracking database to track and analyze trends to recommend solutions and reduce future issues
• Support Minitab, SolidWorks, SAP, VPN, 2 Factor Authentication, Software deployment tools, and PC Encryption
• Supports Service Delivery, adhering to documented Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)Gathers data and compiles reports on KPIs, SLAs and other relevant data for management review
• Participates in executing service delivery and supports management by standardized policies, procedures and processes across programs and operational units
• Assists with the development and implementation of short and long-term solutions, including planning, testing and implementing new and enhanced systems, while remediating production-impacting incidents and outages
• Coordinates with vendors on break/fix issues
• Images, installs, and supports software for all workstation types
• Troubleshoots, supports, and repairs hardware

Skills: Technical Support, Operating Systems, Apple Device Support, Network Management, Issue Tracking, Software Applications, Service Delivery, Project Coordination

• Provides technical service support to over 1200 users including installation, maintenance, and software training support.
• Be part of a team that redesigns workflow to better utilize resources. 
• Develop and maintain effective business and personal relationships with all clients and management, especially between client IT representatives, and technical services.
• Provides technical expertise for all network users in the areas of training, problem resolution, hardware and software upgrades. 
• Ensures that company computers, network resources, and applications are functioning properly and are available for the intended uses.
• Providing printer, software, peripherals operation support and servicing workstations
• Assisting users with standard office automation tools and local applications
• Assisting in technology roll-outs and compiling weekly status reports.
• Complete and follow up on ticket queues.
• Support development and implementation of new computer projects and new hardware installations

Skills: Technical Service Support, Workflow Redesign, Client Relationship Management, Technical Expertise, Network Resource Management, Office Automation Support, Technology Rollouts, Ticket Queue Management

• Provide a combination of phone and desk-side support to end users.
• Troubleshoot hardware, software and network connectivity issues
• Provide phone and remote support to end-users at Help Desk
• Review, prioritize, and complete service requests logged into support ticketing system
• Prepare new computers and devices for deployment
• Install operating systems and applications including rollouts of new software and upgrades
• Install and connect new computers, peripherals, and other devices to the network
• Coordinate moves of PCs and related equipment to new locations
• Maintain and implement standardized software and hardware configurations
• Maintain asset inventory in the asset tracking system
• Perform network and e-mail account management functions under the supervision of the Help Desk Manager.

Skills: End-User Support, Hardware and Software Troubleshooting, Help Desk Support, Service Request Management, Device Preparation for Deployment, Operating System and Application Installation, Network Connectivity Support, Asset Inventory Management

• Troubleshoot, diagnose and resolve hardware and software issues for end users.
• Document, track, and monitor problems to ensure timely resolution.
• Install, configure, and maintain PC hardware and software for the company’s end-user computing environment.
• Image PC desktops and laptops using an enterprise imaging solution.
• Maintain inventory database, assign hardware and software assets, and manage warranty and service agreement information.
• Receive and compile support requests by phone, instant message, e-mail, and ticketing systems.
• Support network and desktop printers.
• Work with vendors to troubleshoot problems with hardware and software.
• Expand technical knowledge in the desktop computing discipline.
• Create desktop hardware/software procedural documentation for the knowledge base.

Skills: Hardware and Software Troubleshooting, Problem Documentation and Tracking, PC Hardware and Software Installation, Enterprise Imaging Solution, Asset Inventory Management, Support Request Compilation, Printer Support, Technical Knowledge Expansion

• Provide on-site support for issues that cannot be resolved by a Service Desk Technician and are entered in the queue, sometimes requiring desk-side assistance or project support.
• Install, configure, maintain, and optimize all desktop images, software and hardware for UMB associates both on campus and at remote locations.
• Diagnose, resolve, and document hardware and software problems in a timely and accurate fashion.
• Provide end-user training and support
• Respond to hardware and software support issues from employees.
• Setup and configure user’s workstations.
• Install applications and software.
• Maintain software used on desktop systems including Windows and Mac OS.
• Maintain IT Inventory.
• Work with vendors to help resolve technical issues.

Skills: On-site support, Desktop Installation and Configuration, Hardware and Software Diagnosis, End-User Training, Support Issue Resolution, Workstation Setup, Software Maintenance, IT Inventory Management

• In-depth understanding of both Mac and Windows-based operating systems.
• Experience with imaging and management software solutions - KACE, Fog, SCCM, Jamf
• Excellent troubleshooting skills, both hardware and software.
• Experience with MacOS, MS Windows, MS Office, and hardware support.
• Solid interpersonal skills and the ability to adapt to different situations.
• Excellent written and oral communication as well as strong organizational and multitasking skills with an ability to work well as a team player.
• Ability to present a professional and positive image and maintain discretion and confidentiality.
• Experience with Windows 10 and Mac OS X 10.14/15/12.1in an Active Directory enterprise environment
• Experience with hardware troubleshooting, installation, and configuration on Mac/PC platforms
• Experience with mobile devices, including iPhone and iPad
• Help Desk experience
• Helpdesk ticketing software experience

Qualifications: BA in Computer Science with 5 years of Experience

• Knowledge of and experience installing and supporting MAC and PC hardware, software, and peripherals.
• A proven track record of providing excellent customer service.
• Excellent verbal and written communication skills.
• Possess a current, valid, and unrestricted Driver’s License.
• Provides own reliable transportation that allows for unrestricted travel to clients within or outside the service area.
• Experience with supporting phone systems including voice mail and PBX administration
• Able to pass a background check and drug screening
• VoIP technical experience, Windows Server, Exchange, Office365, and Azure experience
• Ability to write clear, concise documentation
• Ability to provide excellent customer service in person, over phone, through email, and using remote tools
• Ability to possess Certifications such as ACSP, Network+, Security+, MCSA, MCP/MTA
• Able to support systems on both classified and unclassified networks.

Qualifications: BS in Information Technology with 4 years of Experience

• Excellent time-management and multitasking skills.
• Exceptional attention to detail and a high level of accuracy
• Demonstrated problem-solving and people skills.
• Ability to research, resolve and complete tasks within pre-determined deadlines and schedules.
• Able to process work quickly and accurately
• Experience in dealing with interruptions, and changing timelines and priorities regularly.
• Excellent communication skills, both verbal and written, to articulate details in a professional manner.
• Must embrace technology to promote efficient operations.
• Strong command of Microsoft Office Suite including Outlook, Excel, and Word programs.
• Working knowledge of app/database ticketing systems. 
• Knowledge with ServiceNow
• Experience in IT support roles as a Desktop (Desk-Side) or Help Desk Technician.
• Knowledge of Active DOD Top-Secret security clearance at time of hire and have completed SCI/CI Poly at the time of hire

Qualifications: BA in Information Systems with 5 years of Experience

• Intermediate understanding of Active Directory (new account creation and management).
• Intermediate understanding of hardware support experience (i.e. replacing hard drive, systemboard, etc.) - experience with HP systems preferred.
• Intermediate understanding of maintaining/troubleshooting VoIP devices (i.e. Cisco Call Manager/Unity).
• Intermediate understanding of installing/supporting/troubleshooting Windows OS, MS Office, network connectivity issues, etc.
• Intermediate understanding of the McAfee suite of security products (i.e. ENS, DLP, MDE)
• Some MacOS, iOS, and Linux experience
• Experience with inventory management, shipping and receiving, and asset management including warehouse processes for shipping/receiving packages, asset tags, unboxing, and return merchandise authorization (RMA) tracking.
• Experience with ServiceNow or equivalent ticketing system.
• Understanding of service delivery framework.
• Good verbal and written communication skills with a high focus on customer service.
• Ability to provide solutions to user problems to ensure user satisfaction and productivity.
• Ability to plan and prioritize work assignments to meet deadlines/SLA's in a fast-paced environment without supervision.

Qualifications: BS in Computer Engineering with 4 years of Experience

• Experience with Microsoft 365 Modern Desktop Administrator Associate, MCSE or MCSA, MCTS Windows Server
• Experience providing end-user support in an enterprise IT environment
• Strong working technical knowledge of TCP/IP
• A professional attitude, excellent customer service and a neat appearance
• Good written and verbal communication skills
• Able to work independently and with others
• Able to master and support a large and diverse base of hardware and software technologies
• Analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to work well in a team environment across the system.
• Customer service skills.
• Communication and presentation skills to engage technical and non-technical audiences at all levels of staff and management.

Qualifications: BA in Network Administration with 2 years of Experience