Job Description

Responsible for providing Tier 1 and 2 help desk assistance and support related to computer systems, hardware, or software. Responds to questions, runs diagnostic programs, isolates problems, and determines and implements solutions. Works to develop and support standard hardware and software configurations in support of technology initiatives. Provides support to all Harmony locations which may require travel.

Responsibilities include but are not limited to:

• Provide remote support and desk-side problem resolution support for users of computer software, hardware, and peripherals.
• Grant access, change, and re-set passwords
• Learn all internal business applications and provide Tier 1 and 2 PC/Network support and general application support to a distributed user base.
• Serve as the initial point of contact for troubleshooting hardware/software, PC and printer problems
• Identify, troubleshoot, resolve, and escalate issues related to desktop computer hardware, software, and related equipment installation and configuration including cell phones and CCTV systems.
• Effectively utilize and manage the IT Helpdesk System
• Understanding of TCP/IP based Devices
• Command Line Experience
• Critical System Response and monitoring
• RMM Tool Usage Experience
• Other duties as assigned

• Associate degree with two or more years direct experience; or equivalent combination of education and experience.
• Bachelor's degree preferred
• Relevant IT certifications preferred
• Experience with Windows Desktops, peripherals, cell phones & CCTV systems
• Knowledge of installation, troubleshooting and repair, and training methods related to personal computer systems.
• Ability to communicate effectively to technical and non-technical audiences.
• Competency in the Microsoft Office
• Good problem-solving skills
• Good organizational skills with the ability to multitask in a fast-paced environment
• Ability to work well with others
• Must have a dedication to continually update knowledge and keep up to date on technical advances
• Willingness to travel up to 50% to community sites
• Able to sit or stand for extended periods of time. Able to use keyboard and mouse while completing assigned tasks. Bend and reach with hands and arms on a regular basis. Able to lift and carry up to 50 pounds occasionally.

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