Open Position: User and systems support associate
Position Summary
The Technology Technical Support User and Systems Support Associate will be responsible for providing day to day helpdesk user support comprised of both on site and off site users and performing maintenance tasks on our server systems.
Core Duties and Responsibilities
- Provide end user support for approximately 100 users by performing installation, repair and preventative maintenance of user computers and related hardware/software within established standards and guidelines;
- Accurately log all support activities and acknowledge, troubleshoot and resolve all requests; escalate and follow through when necessary;
- Perform tasks necessary to ensure user desktops/laptops are performing at optimal levels including performing upgrades, installing software patches and monitoring virus definition files;
- Train and orient staff on hardware and software usage by conducting new user orientations and through other avenues such as providing weekly “office hour” sessions and the publication of technology tips; Conduct orientation for new users;
- Maintain and monitor the inventory of technology assets including printer toner;
- Assist in the setup of new users and the closing of accounts in Active Directory and return of technology assets for departing employees;
- Perform daily backups for data network;
- Assist in maintaining and implementing Windows XP/2000, LAN and Internet/Email systems;
- Identify and carry out projects related to user support services; Complete daily, weekly and monthly maintenance tasks for network and server systems including but not limited to server backups, installing software upgrades and patches and monitoring virus definition files;
- Work with the Nortel telecom system to allocate phone extensions and voicemail boxes and call center system;
- Provide secondary support to CRM team;
- Assist in the creation and maintenance of Assist in creatingCreate and maintaining system documentation related to user services;
- Assist in identifying and implementing additional technology services and supports to help the organization align technology with our mission, and technology asset inventory;
- Assist in researching, implementing and maintaining new technology services;
- Assist in, and identify, training needs for coordinating/conducting technology trainings;
- Regularly use the knowledge management platform and intranet to share promising practices and knowledge.
Required Skill Sets and Knowledge Base
- Two years technical support or help desk experience working in a Windows environment with Microsoft Office suite;
- Strong hardware/software troubleshooting skills with proficient knowledge of hardware components;
- Basic networking and internet/mail systems knowledge;
- Experience with Active Directory, Microsoft Server services and Microsoft Exchange required;
- Experience with LanDesk, wireless LEAP authentication, Blackberry support, Symantec Blackberry Enterprise Server, Symantec Antivirus Endpoint Protection and Norton Ghost desirabl Microsoft Systems Center Essentials highly desirable;
- Experience using and managing a helpdesk ticketing system (creating, closing, etc.) helpful;
- Experience with Blackberry support, Symantec Antivirus, backup software, Vista and Office 2007 helpful;
- Ability to learn quickly, prioritize and correct problems in a fast-paced environment;
- Customer service oriented and ability to work with staff at all levels of the organization;
- Effective written and verbal communication skills.
To Apply:
Please send cover letter and resume to jobs@newvisions.org
Only candidates who closely fit the qualifications will be contacted for an interview.
New Visions for Public Schools is a Equal Opportunity Employer