• Provide fast and useful technical assistance on computer systems
• Answer queries on basic technical issues and offer advice to solve them
• Communicate effectively to understand the problem and explain its solution
• Perform troubleshooting in person, by phone and by VPN
• Providing technical assistance on configuration, setup and maintenance
• Working with hardware and software
• Accurately diagnosing and correcting issues
• Responsible for handling the Desktop Support services queue
• Provide computer hardware/software and network support
• Manage computer inventory and supplies
• Triage, prioritize and remedy end-user computer issues
• Manage projects in a results-oriented environment

Skills: Technical Assistance, Troubleshooting, Communication, Hardware Support, Software Support, Desktop Management, Issue Resolution, Inventory Control

• Manage the IT case support queue and provide Tier 1 - 2 support to both onsite and remote users, as well as some systems administration for backend infrastructure, network, and cloud applications
• Identify, troubleshoot and resolve issues with laptops, multifunction printers, smartphones, tablets, and IT-related hardware/software
• Installing, upgrading, and maintaining a suite of software for Windows OS and macOS systems
• Perform Active Directory and Office 365 administration such as account creation, account removal, maintenance, and policies
• Responsible for tracking hardware inventory and software licensing
• Provide SaaS telephony and mobile device configuration and troubleshooting
• Assist with systems administration and projects, such as network/data security, backups, patching, virtualization, networking, endpoint protection, etc.
• Maintain and update documentation, i.e., procedures, diagrams, inventory, and knowledge articles
• Support and manage all Audio-Visual equipment for conference rooms, onsite and offsite events, and remote user issues
• Lots of opportunities for challenging projects and deployment of new tech

Skills: Ticket Management, Technical Support, Software Installation, Account Administration, Inventory Tracking, Device Configuration, System Maintenance, Documentation Management

• Support duties include software/OS troubleshooting as well as basic hardware repair and upgrades
• Screen and greet visitors/vendors before entering the employee work area at the San Francisco office, and distribute visitor/vendor badges
• Print badges and distribute them to office employees after being provisioned by the IT Director
• Set up and support conference room technology before and during meetings
• Perform some daily opening and closing procedures for the San Francisco office
• Onboard new employees by setting up their equipment and checking out hardware via an asset tracking system
• Enrolling new hardware into the organization's MDM system
• Offboard exiting employees by collecting their equipment, backing up their existing documents, and performing a refresh on the hardware so that it can be distributed to the next employee
• Assist in the procurement of computer hardware and track all purchases using asset tracking software
• Assist with the rollout of new initiatives and systems

Skills: Software Troubleshooting, Hardware Repair, Visitor Management, Conference Support, Employee Onboarding, Device Enrollment, Equipment Offboarding, Asset Tracking

• Orders, configures, troubleshoots hardware and software problems and identifies, categorizes, and resolves application issues
• Recommends and implements new technologies and standards to keep up with industry trends
• Manages incidents and communications through the service desk ticketing system
• Performs diagnostics with the user to collect information about the problem to determine the source of error
• Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills
• Evaluates software and hardware to determine whether the product will be an effective tool for employees and writes software and hardware evaluations and recommendations for review
• Contact software and hardware vendors to research the problem and determine recommended solutions
• Participates in the creation and maintenance of IT standards and procedures
• Analyzes and evaluates incident reports and makes recommendations to reduce the service desk incident rate
• Basic Cisco switch configurations (VLAN, Port activation and troubleshooting)
• Assists with developing and improving IT efficiencies through automated processes
• Provides after-hours support to Midmark teammates per the schedule rotation
• Participates in service desk phone coverage

Skills: Hardware Troubleshooting, Ticket Management, Problem Analysis, Vendor Communication, Network Configuration, Process Automation, After-Hours Support, Service Delivery

• Provide both on-site and remote troubleshooting and support for clients
• Install workstations, servers, routers, switches, and other networking components
• Perform schedule maintenance on servers, workstations, and networking equipment
• Perform data migrations from existing environments to new workstation and server environments
• Answer phone calls as they come into the technical support queue if assigned in-house
• Notify a Technical Manager immediately of any critical situations or problems with service
• Utilize various software tools, CRM and RMM software, and calls to 3rd party technical support to resolve customer issues
• Follow call handling guidelines and escalations in accordance with company policies and procedures
• Log all calls, labor, and parts in CRM software

Skills: Technical Support, Network Installation, System Maintenance, Data Migration, Customer Communication, Software Utilization, Issue Escalation, Call Logging

• Serve as the first point of contact for customers seeking technical assistance in person, over the phone, through IM, or email
• Perform onsite and remote troubleshooting through diagnostic techniques and asking pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to a senior IT resource
• Provide accurate instruction on IT products or services
• Keep accurate documentation about resolutions and root cause analyses
• Follow up and update IT tickets with status updates and accurate notes
• Identify and suggest possible improvements to procedures
• Collaborate on IT projects

Skills: Customer Support, Troubleshooting, Problem Solving, Issue Escalation, Product Instruction, Documentation, Ticket Management, Process Improvement

• Providing the highest level of support to North American operations by handling service requests that have been submitted onsite, remotely, over the phone, or via email
• Configure, test, and install various software applications and hardware standards
• Perform advanced troubleshooting of software, hardware, and other escalated IT issues
• Help monitor systems to ensure no system or applications are down (SolarWinds)
• Assure rapid root cause identification and issue resolution
• Complete systems entry and associated paperwork accurately
• Participate in asset management to ensure all equipment/software is accurately accounted for
• Responsible for HR related IT functions (e.g., onboarding)
• Create accounts and prepare all new hires’ computers with all necessary hardware and software components (using Active Directory)
• Provide and support the operation of computer peripherals such as scanners, copiers and printers

Skills: Technical Support, Software Configuration, Advanced Troubleshooting, System Monitoring, Issue Resolution, Asset Management, Employee Onboarding, Account Setup

• Troubleshoot problems, provide resolutions to Tier 1 issues, escalate, and provide great customer service
• Respond to requests for technical assistance via phone, chat or email
• Diagnose and resolve technical issues
• Research questions using available information resources
• Advise user on appropriate action, best practices, etc.
• Follow standard help desk procedures
• Log all help desk interactions in the ticketing system
• Follow up with customers/users to ensure complete resolution of issues
• Redirect or escalate problems to the correct resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Inform management of recurring problems that customers are experiencing
• Stay current with system information, changes and updates as new tech comes out
• Help update support documentation as environments change

Skills: Technical Troubleshooting, Customer Service, Issue Diagnosis, Help Desk Procedures, Ticket Management, Problem Escalation, User Communication, Documentation Maintenance

• Provides first-level technical support to employees via the Service Desk as it relates to computer software or hardware operation, escalating calls to advanced technical resources
• Work within a ticketing system to respond to employee-submitted trouble tickets within agreed-upon SLAs
• Escalate issues to ensure the timely resolution of tickets
• Assist in training staff on first-level technical issues to support daily operations and promote best practices
• Proactively monitor and address potential security issues
• Implement and educate the user community on best practices for IT security
• Maintain and audit hardware and software inventory
• Affix asset tags to all devices and maintain inventory logs
• Follow the procurement process with established vendors
• Categorize and submit invoices for approval to the appropriate cost centers
• Provide excellent customer service to staff
• Carry a company cell phone during work hours and participate in an On-Call rotation, per On-Call Agreement

Skills: Technical Support, Ticket Management, Issue Escalation, Staff Training, Security Monitoring, Inventory Management, Vendor Procurement, Customer Service

• Provides incident and problem resolution based on SLAs for types of issues
• Communicate with employees, keeping them informed of incident progress and notifying them of any potential issues
• Application support for various systems leveraged at NTG
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals
• Documents, maintains, upgrades, or replaces hardware and software systems
• Supports and maintains user account information
• Install, test, and configure new workstations, peripheral equipment, and software
• Assist in gathering information for equipment inventory and software license inventory
• Utilizing the Remote Support Application (BomGar)
• Write documentation and knowledge articles for common problems, procedures, and resolutions
• On-Call support rotation and after-hours support 

Skills: Incident Resolution, Application Support, Hardware Maintenance, Software Installation, Account Management, Inventory Tracking, Remote Assistance, Documentation Writing

• Experience as a Helpdesk Technician or similar Customer Support role
• Good understanding of computer systems
• Ability to diagnose and resolve basic technical issues
• General knowledge about retail 
• Customer-oriented and cool-tempered
• Demonstrable experience in the operation and support of desktop-based systems
• Good numeracy and literacy skills
• Effective verbal and written communication skills
• Excellent attention to detail
• Good presentation skills and the ability to provide effective training to others
• Able to present information to non-technical colleagues
• Able to manage time and plan tasks effectively to meet agreed timescales
• Able to demonstrate good technical knowledge of Microsoft Operating Systems and software packages
• Able to work on own initiative as well as part of a team

Qualifications: BA in Computer Information Systems with 7 years of Experience

• Working experience in Information Technology 
• Strong customer service and troubleshooting skills
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Ability to multitask and adapt to change quickly
• Ability to work in a team environment effectively
• Self-motivated with the ability to work in a fast-moving environment
• Experience providing technical support in an Information Technology capacity

Qualifications: BA in Technical Support Services with 2 years of Experience

• Technical experience troubleshooting issues related to both Windows, Mac and mobile devices
• Experience troubleshooting network-related issues about TCP/IP, DNS, DHCP, VPN’s, Firewalls, Routers, Switches, WAPs, or Structured Cabling
• Must have an analytical approach to problem-solving
• Excellent time management and organizational skills
• Experience working with ticketing solutions like Zendesk, Freshdesk
• Must be a good team player and eager to collaborate with others to accomplish the team’s objectives
• Strong sense of personal accountability with the ability to work independently
• Intermediate knowledge of IT Support practices and procedures
• Ability to provide after-hours on-call support during scheduled periods
• Ability to work overtime on occasion, based on the business needs
• Ability to present information in one-on-one and small group situations, including vendors and coworkers
• Ability to effectively manage and communicate work delivery expectations with internal customers

Qualifications: BS in Cybersecurity with 6 years of Experience

• Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software
• Experience with Remote Desktop
• Experience with Hardware/Software troubleshooting
• Experienced in basic network troubleshooting (TCP IP)
• Exceptional communication and documentation skills for troubleshooting and trouble ticket handling
• Experienced with IT peripheral/Accessory and mobile device support (i.e., printer, scanner, MFDs and mobile devices)
• Experience with Active Directory to include account creation/management and File Share permissions management
• Ability to identify, investigate, assess, document, and resolve network software and hardware problems
• Basic client support, including DHCP reservation, GPO creation, security groups, user creation, e-mail and Exchange troubleshooting
• Ability to install, configure, operate and maintain computer equipment, network appliances and software applications

Qualifications: BS in Computer Science with 5 years of Experience

• Experience working as an IT asset manager
• Previous knowledge of advanced computer hardware, including desktops, laptops, and smartphones
• Application support experience with Microsoft Office
• Experience working with service desk best practices 
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Must have strong documentation skills
• Ability to manage multiple open client support requests
• Self-motivated to learn and develop skills

Qualifications: BS in Network Administration with 4 years of Experience

• Previous experience in IT Help Desk and/or other related fields
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Hands-on experience with diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills
• Positive and professional demeanor
• Excellent customer service skills
• Able to maintain a professional level of knowledge of information technology issues in a dynamic environment
• Sound Microsoft Systems/desktop administration/management skills
• Strong level of analysis/troubleshooting skills in Windows XP, 7 and 10
• Strong problem-solving and analytical skills

Qualifications: BS in Cloud Computing with 5 years of Experience

• Working knowledge of TCP/IP networking/configuration, DHCP, DNS, etc.
• Working knowledge of Windows 10 management and configuration
• Knowledge of Office 365 Administration
• Ability to effectively communicate both written and verbal to interact with internal customers at all levels, along with excellent interpersonal skills
• Ability and interest in learning new skills and deriving creative and efficient solutions promptly
• Strong organizational, multi-tasking, and time-management skills
• Exposure to the Microsoft Server environment, Microsoft Active Directory and Microsoft Exchange 
• Strong customer service skills
• Strong problem-solving capabilities
• Ability to multitask and meet deadlines while working under pressure
• Good problem-solving, analytical, and teamwork skills

Qualifications: BA in IT Project Management with 6 years of Experience

• Proven experience as a Helpdesk Technician
• Excellent customer service in face-to-face, telephone or electronic interaction with teams
• Ability to conduct research into PC and software issues and products
• Good understanding of computer support and troubleshooting, with the ability to prioritize projects independently
• Experience working with Windows 10, Microsoft Office 365, Box, and other popular business software
• Knowledge of networking, including WiFi
• Ability to communicate with customers via email to explain technical solutions, verbally, and via email
• Able to walk customers through steps to troubleshoot or resolve their issues
• Knowledge of networking and on-premise servers running basic functions such as print and file servers

Qualifications: BS in Telecommunications with 5 years of Experience

• Experience in business, organizational development, informatics or technology-related fields
• Strong positive interpersonal working skills and strong proven motivational and leadership skills 
• Ability to work under pressure or stressful situations without compromising the needed concentration for attention to detail
• Strong technical background in computer systems, general networking, and software/hardware troubleshooting
• Experience in providing training implementation and troubleshooting of technical systems (software and hardware)
• Knowledgeable in Active Directory and Windows-based Internetworking
• Capable of User Account administration and maintenance
• Excellent problem-solving abilities
• Knowledgeable in current trends
• Highly motivated team player and motivated self-starter
• Ability to self-motivate and to pursue work without being asked
• Ability to multitask in a fast-paced environment

Qualifications: BS in Software Engineering with 4 years of Experience

• Strong knowledge and experience in Active Directory, Office 365, Azure, Windows and their related Technical issues
• Experience with MacBook management and installation
• Proven few years of experience as a help desk technician or other customer support role (including Offboarding/Onboarding company employees)
• Tech-savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Possess a solid understanding of Microsoft networking operating systems
• Possess a solid work history
• Experience in an IT Helpdesk role or with computer hardware and software fundamentals in a professional setting
• Proficient oral and written communication skills
• Proficient in interpersonal and organizational skills

Qualifications: BA in Applied Computing with 6 years of Experience