Duties
Responsibilities and Essential Functions:
In order to provide first line of technical support and guidance to end users in resolving hardware and software issues by fielding email and telephone calls, diagnosing problems, and performing troubleshooting activities, document, track, and monitor the problem to facilitate a timely resolution, and install, test, monitor, upgrade, troubleshoot and repair computer systems, networks, and peripherals, the technical support officer must be able to:
Log all incidents and service requests in the service desk ticketing system. When necessary, perform ticket logging on behalf of District staff Manage service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency
Ensure system and data security is maintained at a high standard, ensuring the integrity of the JMCSS is not compromised
Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner
Monitor performance of JMCSS systems, ensuring issues are appropriately escalated and resolved
Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT department
Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner
Provide first line of support for all technology infrastructure and end user requests
Resolve end user issues via remote software, email, telephone, or on premise visits
Provide remarkable customer/technical support and strive for full issue first call resolution with each case
Respond to end user needs and establish good customer relations that result in enhanced end user satisfaction
Troubleshoot hardware, software, and peripherals
Assist with user account creation and password management
Conduct printer and peripheral installation
Conduct system deployment and basic user training
Apply security patches and updates to computer equipment on a frequent basis
Ensure routine preventative measures are performed on existing equipment and systems
Respond to the needs and questions of users concerning access to resources on the network and the operation of various software programs
Read trade publications and periodicals, attend seminars and meetings, and purse additional training and certifications to stay abreast of the latest developments within the Information Technology field
Contribute to support knowledge base on a regular basis
Remain accessible for "on call" activities
Perform additional duties as requested
Qualifications
B.S. degree in technical or business related field or 1 year of experience in computer networking or technical field
Proficiency in:
Computer hardware and software installation,
TCP/IP networking, wireless networking
User account management, and troubleshooting
Familiarity with Windows and MAC OS
Experience with the Microsoft Office productivity suite
Preferred Certifications: A+ Certification, Network + Certification, CISCO Certified Entry Network Technician, Microsoft Certified Professional Certification
The ability to move and transport computer equipment
The ability to operate a standard equipped company motor vehicle
On-call rotation, work weekends as needed
A valid Tennessee Class "D" licensed preferred
Must maintain an operating telephone and furnish the number to his/her supervisor
How to Apply:
Apply online at: https://apps.battelleforkids.org/tennessee/select/external/OpportunityDetails.aspx?opportunityId=e56a4b03-649f-476a-a74d-93a43b6bc5e1
Hours: Full-time
date posted: 05-16-2019