• Work to resolve incidents and service requests from the Help Desk system.
• Provide hardware and software.
• Write, edit, and maintain training documentation for use within the IT team and the organization at large.
• Manage assets of hardware and software license keys, including the asset procurement process.
• Provide remote hardware and software support for end users running on Windows 10 and Mac OS.
• Maintain and support an internal VoIP system.
• Aid in the rollout of new systems, updates, and software to the organization.
• Aid in end-user training on an as-needed basis.
• Perform other tasks as directed by the Supervisor or Manager.

Skills: Incident Resolution, Hardware/Software Support, Documentation Writing, Asset Management, Remote Support, VoIP Administration, System Deployment, User Training

• Serve as the first point of contact for all customers having technical issues.
• Provide technical support in a remote environment over the phone, email, or through a ticketing system, and in person.
• Configure and troubleshoot Windows 10 Operating Systems and Office 365 applications.
• Manage a high volume of tickets daily using ServiceNow, Remedy, or similar incident management platforms.
• Troubleshoot issues with VPN and remote network connectivity.
• Troubleshoot issues with printing and print drivers.
• Investigate and resolve issues related to Office 365 and business applications.
• Assist users in resetting passwords and troubleshooting permissions in Microsoft Active Directory.

Skills: Customer Support, Remote Technical Support, Windows 10 Troubleshooting, Ticket Management, VPN Troubleshooting, Print Services Support, Office 365 Support, Active Directory Support

• Integrate Slack with the ticketing system to make ticketing easier.
• Maintain an ongoing inventory of IT hardware and software company assets.
• Keep inventory lists up to date and accurate.
• Coordinate the purchasing of IT software and hardware.
• Onboard new employees and train them on fundamental services, including Gmail, Google Docs, LastPass, and VOIP software.
• Reduce help desk ticket volume by finding efficiencies and improving internal systems.
• Respond to critical help desk tickets within a short time window.
• Maintain new hire inventory, keeping a minimum of available Windows and OSX machines.
• Make and run new network cables.
• Accurately input, import, and delete data and users in Salesforce, Zendesk, and Tableau.

Skills: Slack Integration, IT Asset Management, Inventory Management, IT Procurement, Employee Onboarding, Process Improvement, Help Desk Support, Data Management

• Provide help-desk and technical support for local and off-site users.
• Assist end users by answering phone calls, web requests, and emails.
• Manage and monitor problem tickets, analyze incidents, and determine support required.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Maintain a database utilizing the ticketing system for calls and messages requesting assistance.
• Provide feedback on issues for the team's knowledge database.
• Document IT requests in the tracking system, record actions, and follow up on deferred actions.
• Keep customers informed of progress and the status of the ticket throughout resolution.
• Troubleshoot, analyze, resolve, track, escalate, and document technical issues.
• Resolve incidents on first contact, using a supported remote desktop control application.
• Resolve customer issues in a pre-determined time frame or escalate for resolution.

Skills: Help Desk Support, User Assistance, Ticket Management, Problem Diagnosis, Knowledge Base Contribution, IT Documentation, Remote Issue Resolution, Incident Escalation

• Provide day-to-day end-user support for a large user base.
• Assist with new hire onboarding, including workstation setup and orientation.
• Provide first-level technical support for all computer and peripheral issues (Mac, Windows, printers - thermal and laser - iOS, Android, tablets, scanners).
• Assist with project implementations.
• Manage IT asset inventory, forms, and policies.
• Troubleshoot, diagnose and repair hardware, software, network, and peripheral issues.
• Document, monitor, and resolve support tickets for all IT-related issues on time.
• Write technical documents to be used by other technicians.
• Work with the IT Manager to improve help desk support processes, equipment, and software selection.
• Occasionally support on-call and after-hours help desk requests, system implementations, and upgrades.
• Seasonally ramp up schedule to meet fulfillment center needs.

Skills: End-User Support, Onboarding Assistance, Technical Support, Project Support, Asset Management, Issue Troubleshooting, Ticket Resolution, Technical Documentation

• Interact with internal and external customers, including Executives, Investors, Auditors, and Regulatory Agencies, and provide remote and on-site IT support.
• Create and manage user and computer accounts in Microsoft Active Directory, including Security and Distribution Groups.
• Maintain an accurate inventory of IT-related equipment, software, licensing, and support.
• Set up and configure IP telephones and associated Mitel solutions.
• Image, repair, modify, and deploy workstations and laptops.
• Manage and respond to Helpdesk tickets and IT support calls.
• Procure, prepare, and deploy new hardware and software solutions.
• Assist users with technical issues and understanding of how to use Word, Excel, Outlook, custom, and proprietary software and hardware.
• Expeditiously troubleshoot software, hardware, network, and peripheral issues.
• Make recommendations regarding upgrades and replacements.
• Log and assign tickets as outlined in the Department documentation.

Skills: Customer IT Support, Active Directory Management, IT Inventory Management, VoIP Setup, Device Deployment, Ticket Management, Hardware/Software Procurement, Technical Troubleshooting

• Support end-user devices and peripherals locally and remotely.
• Provide application software and hardware support, including hardware troubleshooting.
• Manage internal telephone, voice mail, and conferencing systems.
• Coordinate office relocations, additions, and deletions.
• Provide user training.
• Apply a strong understanding of securing networks and endpoints.
• Investigate network and endpoint security-related incidents.
• Utilize various network monitoring tools to ensure optimal network performance.
• Assist in the roll-out of hardware and software to ensure optimal deployment of IT resources.
• Assist in the analysis of business requirements and evaluate hardware, software, and network capabilities and compatibility to determine optimum IT solutions and configurations.
• Maintain IT asset inventory.
• Take responsibility for documenting all the implemented systems, including drawings.

Skills: Device Support, Application Support, Telephony Management, Office Moves Coordination, User Training, Network Security, Network Monitoring, IT Asset Management

• Assist internal and external clients and users with first-tier support (i.e., account/password, email, computer peripheral issues) and properly follow the escalation list to resolve issues on time.
• Manage editorial systems and hardware.
• Understand and manage Avid hardware and other editorial systems.
• Troubleshoot software-specific related issues (Avid, Flame, Premiere, Final Cut, Resolve, etc.).
• Understand the broadcasting/media services function of a post-production environment and troubleshoot issues related to encodes, laybacks, etc.
• Assist in the archival of media, manage the archive database, and facilitate the constant backup and recovery of media to and from LTO tapes.
• Troubleshoot issues involved with administering and maintaining corporate infrastructure, including network connectivity, Internet access, and email.
• Assist with the inventory management of software licenses, software, hardware, and other IT supplies.
• Promote responsible usage and care of corporate equipment.
• Assist in supporting corporate applications, internal corporate servers, and user desktops.
• Create network and email accounts for new users, adding them to the appropriate internal email groups.

Skills: First-Tier Support, Editorial Systems Management, Media Software Troubleshooting, Post-Production Support, Media Archiving, Infrastructure Support, Inventory Management, Account Administration

• Provide on-call technical support to team members in domestic and international offices, responding to calls at any time due to time zone differences.
• Diagnose issues, identify root problems, and implement determined solutions.
• Ensure timely user notification of maintenance requirements and effects on system availability.
• Provide IT orientation to new company staff.
• Set up, support, and maintain all workstations.
• Monitor servers and network equipment, troubleshoot on demand, and escalate to CIO or consultant.
• Schedule and communicate monthly server maintenance.
• Administer Office365 Hybrid environment, including creating and maintaining user accounts, security groups, distribution groups, and related group policy objects.
• Monitor and support Office 365 services such as Exchange Online, Skype for Business, SharePoint, Teams, and spam filtration services.
• Perform software testing, installation, and upgrades.

Skills: On-Call Support, Issue Diagnosis, User Communication, IT Orientation, Workstation Management, Server Monitoring, Office 365 Administration, Software Management

• Maintain confidentiality of information processed, stored, or accessed over the network.
• Administer web-based conferencing, webinars, and meetings.
• Evaluate and recommend purchases of computers, network hardware, peripheral equipment, and software.
• Identify utilization patterns and their effect on system availability and performance expectations.
• Anticipate communication and networking problems and implement preventive measures.
• Assist with cellular phone cost savings initiatives, including bi-annual reviews, negotiations, and research of cost-saving alternatives.
• Maintain a complete and accurate inventory of all organization-owned hardware.
• Write and update online user manuals and support documents for systems such as the organization’s central platform, CRM, and website administration.
• Write and maintain up-to-date procedures for all Help Desk Technician responsibilities and recurring activities.
• Relay any feedback or suggestions from customers to the appropriate internal team.

Skills: Data Confidentiality, Web Conferencing, IT Procurement, System Performance Monitoring, Network Problem Prevention, Mobile Cost Management, Hardware Inventory, Documentation Management

• Equivalent IT experience.
• Previous experience providing phone support and remote technology to resolve user issues, with a strong customer service orientation. 
• Basic understanding of networking.
• Ticket system work experience.
• Have a basic understanding of Active Directory.
• Familiar with Microsoft Office Suite and common troubleshooting
• Think logically and perform root cause analysis over and over and over and over and over until the problem is fixed.
• Any accredited IT Certification, such as A+, Network+, Security+.
• VMware, experienced in the management of ESXi virtual hosts (Hyper-V experience).
• Strong interpersonal, written, and oral communication skills.
• Strong analytical and problem-solving skills.

Qualifications: BS in Information Technology with 4 years of Experience

• Previous help desk experience.
• Experience resolving technical issues
• Experience working in a technical environment
• Exceptional phone and communication skills.
• Have 50wpm keyboarding/typing ability.
• Must be well spoken, have strong phone and customer service skills.
• Ability to communicate effectively in both oral and written form.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to maintain effective interpersonal relationships.
• Ability to understand and follow instructions.

Qualifications: BS in Technical Support Management with 1 year of Experience

• Previous experience working on a help desk.
• Hold certification as an IT Technician (e.g., CompTIA A+).
• Experience working in customer service roles.
• Experience working with Active Directory.
• Windows Troubleshooting work experience.
• Ability to assess users' support needs as they arise, solve, or escalate issues to team members.
• Strong verbal and written communication skills.
• Excellent time management skills.
• Ability to build and troubleshoot PC hardware.
• An ability to carry items any hardware, up to 40 lbs.

Qualifications: BS in Cybersecurity with 2 years of Experience

• Progressive experience in IT hardware and/or software support, troubleshooting, and end-user assistance.
• Possess CompTIA, Microsoft, and Cisco certifications.
• Proven ability to collaborate effectively with colleagues, vendors, and end users to support organizational goals and objectives.
• Skilled in identifying and defining technical problems, analyzing potential solutions, and determining the most effective resolution.
• Can actively listen and seek clarification to ensure accuracy.
• Able to proactively anticipate, monitor, and address the technology needs of stakeholders.
• Able to recognize both stated and underlying requirements, delivering high-quality, customer-focused service.
• Great attention to detail, maintaining accuracy and completeness in all tasks, and following through to ensure commitments and service agreements are met.
• Strong verbal, written, and interpersonal communication abilities.
• Able to convey technical information clearly to both technical and non-technical audiences through multiple channels.

Qualifications: BS in Network Administration with 6 years of Experience

• Technical certifications such as Microsoft, Cisco, or Unix/Linux Technologies, ITIL Foundations, or CompTIA.
• Equivalent hands-on experience in a help desk environment.
• Basic knowledge of Microsoft Exchange and Office 365 email administration.
• Familiarity with antivirus and antispam solutions.
• Understanding of network protocols and routing.
• Working knowledge of DNS, DHCP, and Active Directory management.
• Experience with firewall configuration and VPN technologies.
• Knowledge of business backup and disaster recovery solutions.
• Familiarity with virtualization and cloud platforms.
• Understanding of LAN architecture, the OSI model, cabling systems, and TCP/IP networking.
• Proficiency with common network troubleshooting tools and commands, including ping, traceroute, and nslookup.

Qualifications: BS in Information Systems with 5 years of Experience

• Prior call center experience in a technical support environment.
• A strong working knowledge of computer systems, hardware, and software.
• Strong PC and Internet knowledge, including proficiency with Internet Explorer, Firefox, and Chrome.
• Experience providing technical troubleshooting via phone and email.
• Familiarity with FTP, XML, JSON, and Active Directory.
• Strong problem-solving and analytical abilities.
• Advanced English language proficiency, both verbal and written.
• Must have strong customer focus, a demonstrated ability to work within a team of service-oriented individuals, and excellent customer service skills.
• Demonstrated job stability, with a proven record of maintaining long-term work relationships with previous employers.
• Must be able to demonstrate the ability to maintain privacy and confidentiality, critical thinking skills, and follow company policies and procedures.

Qualifications: BS in Computer Networking with 4 years of Experience

• Basic understanding of computer concepts for both Windows and Linux operating systems.
• Basic understanding of how computers connect and communicate within a local area network (LAN).
• Awareness of common administrative tasks, configurations, and troubleshooting processes.
• Excellent team player with a willingness to learn from and contribute to a highly skilled technology team.
• Strong verbal and written communication abilities, capable of conveying technical information clearly.
• Ability to follow precise procedures accurately and maintain quality standards.
• Capable of working independently while collaborating effectively with team members to achieve shared goals.
• Must be able to present ideas in user-friendly language.
• Must be highly self-motivated and self-sufficient.
• Must be able to effectively prioritize tasks in a high-pressure environment.

Qualifications: BS in Information Management with 1 year of Experience

• Help Desk/Operations work experience.
• Must possess excellent phone-based communication skills.
• Working knowledge of and experience with desktop hardware and peripheral units or components and their connectivity in a wired or wireless environment, PC and computer terminology, computing technologies, PC operating systems, and applications.
• Working knowledge of and experience with Microsoft Operating Systems and Microsoft Office products.
• Prior experience in a direct customer service role via the telephone.
• Hold industry Certifications.
• Good problem-solving, analytical, and teamwork skills.
• Ability to research, review, and act independently.
• Must be able to work flexible hours, including some overtime.

Qualifications: BS in Business Information Technology with 3 years of Experience

• Experience in managing high-volume call environments, handling up to 30 calls daily while maintaining service quality and efficiency.
• Strong interpersonal skills with a proven ability to provide clear, empathetic, and solutions-focused support to end users.
• Skilled in managing and troubleshooting server print queues, local print queues, and network printer configurations.
• Proficient in navigating organizational units (OUs), viewing and modifying user attributes, resetting passwords, and unlocking accounts.
• Experience in setup, deployment, and support for iPhones and iPads, including iTunes account resets, network setting configurations, backups, and restores.
• Skilled in configuring and troubleshooting Cisco WebEx, Microsoft Teams, Cisco Presence, and other enterprise video solutions.
• Able to diagnose and resolve connectivity issues involving internal/external networks, VPN, LTE, and Wi-Fi.
• Knowledgeable in resolving account permission issues, adjusting compatibility settings, and differentiating between browser-based and installed application behavior.
• Proficient with MSRA, RDP, Teams remote control, and WebEx remote support capabilities.
• Experience in imaging, configuring, and deploying end-user devices and peripherals.
• Skilled in ServiceNow ticket management, assignment, and tracking for efficient resolution and escalation.

Qualifications: BS in Computer Engineering with 5 years of Experience

• Progressive hands-on experience managing computing environments, ensuring high availability, and supporting mission-critical infrastructure.
• Skilled in installation, configuration, and administration of physical and virtual servers.
• Experience in backup/recovery processes, patch management, anti-malware protection, and email systems administration with strong security focus.
• Proficient in managing enterprise storage platforms including storage arrays, controllers, fiber switches, and implementing data replication strategies.
• Experience in Hardware and Virtualization, such as Dell Servers, VMware Virtualization, Cisco Meraki Security Appliances & Switches, EMS Storage Systems.
• Experience with Operating Systems, such as Windows Server, Linux distributions.
• Expertise in  Active Directory, Group Policy Objects (GPO), DNS.
• Working knowledge of Office 365 and Microsoft Azure.
• Experience with Microsoft SQL, MariaDB with a focus on database security.
• Experience in Mobile Device Management (MDM), Intrusion Detection Systems (IDS), Security Information and Event Management (SIEM), antivirus solutions (WSUS, CrowdStrike), SSL/TLS security certificates, and domain registry administration.
• Knowledgeable in Avaya IP Office systems, network security, and advanced troubleshooting of LAN/WAN environments.
• Proficient in system monitoring tools for proactive infrastructure management and issue prevention.
• Strong understanding of current and evolving Infrastructure & Operations (I&O) trends, including cloud computing technologies, with practical experience applying these solutions to enhance performance, scalability, and security.
• Excellent interpersonal communication skills.

Qualifications: BS in Computer Science with 9 years of Experience