IT Agent
IT Agent
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Job Description
Review reroute update and manage usergenerated IT support tickets.
Generate IT Support tickets to for the IT Operations team.
Escalate systematic issues to management with specifics to promote a continuous improvement culture.
Install or remove computer software manually or via Microsoft Endpoint Configuration Manager (MECM).
Install upgrade repair troubleshoot or retire standard computer hardware: desktops laptops printers monitors keyboards cables and docking stations.
Submit service requests to vendors to perform warranty repairs on computer hardware or software.
Perform general network connectivity (wireless and ethernet) troubleshooting to determine root cause of various failures:
Configure IP addresses statically or through DHCP reservations;
Review system logs to identify port blockages or permissions;
Install tools such as Wireshark to track packet losses and blockages;
Perform VLAN port changes to deploy or move computer objects to the correct location.
Install remove or troubleshoot local and network printers including scan to network and scan to email.
Perform basic Active Directory tasks:
Create Shared User Accounts;
Reset/Set User Account Passwords;
Manage AD Security Group Membership;
Review account attributes to determine access limitations.
As needed perform enduser training on standard productivity tools such as Microsoft 365 Enterprise Apps Microsoft Office Multifactor Authentication tools (e.g. Symantec VIP or Microsoft Authenticator).
As needed prepare knowledge base articles to help crosstrain peers on lessons learned and key concepts.
Utilize PowerShell to run scripts to gather data or perform troubleshooting tasks.
Utilize system logs to determine the root cause of connection or installation failures.
Stay up to date on all required business SOPs and trainings.
Qualifications :
Required:
High school diploma or equivalent.
Minimum 3 years working in an enduser facing IT technical support environment.
Minimum 3 years working on IT software and/or hardware.
Very good communication skills (concise writing and orally convincing).
Able to lift up to 25 pounds.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
