Job Summary

This position is responsible for providing quality and professional desktop support to Greenway employees and contractors. Responsible for performing system generation of new PCs or laptops, user account creation, basic desktop software support, hardware upgrades and data conversions, hardware troubleshooting assistance, peripheral troubleshooting, and other support issues that are related to the end user systems for Greenway employees and contractors.

Essential Duties & Responsibilities

·         Responds to and resolves issues reported by Greenway employees on IT supported products

·         Utilizes ticket tracking systems to document user technical issues and resolutions

·         Reads, understands, and maintains documentation for common procedures and processes

·         Functions as the initial point of contact for internal users

·         Communicates effectively with the Help Desk Engineers on Help Desk/Company related issues

·         Operates with guidance and direction from Senior and Lead Help Desk Engineers

·         Participates in deployment projects with other IT teams

·         Responsible for system preparation, including Operation System installation, software installations and user configurations, for new and rebuilt systems for employees

·         Perform software installs, minor hardware repairs/maintenance and assists with moving employees' desktop equipment

·         Work on special projects as assigned

·         Responsible for maintaining relevant equipment information in asset database

·         Provides emergency on-call support on a rotating schedule

·         Works closely with executives from all departments

·         Proactively looks for improvements before they become issues

·         Ensures optimal performance of AV systems

·         Ability to lift and move equipment weighing 30-40 pounds

·         All other duties and responsibilities as assigned

Education

·         Bachelor’s degree in Information Technology/Computer Science.  Equivalent experience may substitute for degree.

Minimum Qualifications

·         1-2 years of IT Help Desk related experience

Skills/Knowledge

·         Excellent customer service skills

·         Excellent analytical and troubleshooting skills

·         Excellent working knowledge of computers, operating systems, and terminology

·         Excellent working knowledge of Microsoft operating systems and Microsoft applications

·         Excellent working knowledge of Microsoft Active Directory

·         Working knowledge of various scripting methods

·         Ability to manage multiple tasks, while effectively focusing on priority issues

·         Ability to create, document, and follow processes and procedures

·         Ability to work as a member of a team

·         Excellent written and verbal communication skills

·         Familiar with basic TCP/IP network infrastructure

Work Environment/Physical Demands

•         While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day

•         This role requires that one can sit and regularly type on a key board the majority of their work day

•         This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/ or mobile devices.

•         The role necessitates the ability to listen and speak clearly to customers and other associates

•         The work environment is an open room with other associates and noise from others will be part of the regular work day

•         This role may involve hours outisde of normal office hours or on-call hours.