Support Tech II

Job Description

REQUIREMENTS

Education & Licenses:

• Associate degree, IT certification, or equivalent years of experience.

Experience:

• 3-5 years of IT, help desk, or Tier 1 computer/software technical support experience.

Skills:

• Microsoft Suite and Excel knowledge (intermediate to advanced).
• Strong attention to detail and ability to multi-task in a fast-paced, high-volume work environment.
• Excellent written and verbal communication skills, particularly for telephone calls, follow-ups, and in-person correspondence.
• Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism.

RESPONSIBILITIES

IT Support & Help Desk Services

• Act as first- and second-level support for the help desk.
• Maintain professional behavior and provide exceptional customer service in a highly confidential environment.
• Use discretion and judgment to promptly organize and perform requested services

System Maintenance & Hardware Management

• Track tasks and inventory in designated online tracking/ticketing systems.
• Deploy and complete standard PC setups.
• Update PCs to established standards.
• Perform maintenance on computer equipment.
• Ensure adequate inventory of available and functional computer equipment.

Network & Security Administration

• Manage access to the WAN and develop/maintain Windows Active Directory (AD).
• Enter and maintain user profiles, including establishing appropriate security levels, user permissions, and modifications.

Telecommunications & PBX Management

• Maintain and publish updated organizational telephone directories.
• Develop, coordinate, and implement telephone systems and voicemail solutions.
• Perform ongoing maintenance of telecommunication equipment.
• Provide daily, weekly, and monthly PBX system reports.

Operational Coordination & Compliance

• Coordinate scheduled system maintenance (downtime) with end users at times that minimally impact business operations.
• Keep up to date with technical knowledge and industry sector trends.
• Understand and adhere to RI International compliance standards, including the Code of Conduct and Conflict of Interest Policies.
• Perform other duties and projects as assigned.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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