Responsibilities:

• Respond to IT Help Desk requests using IT Department’s helpdesk platform.
• Diagnose and resolve problems associated with applications including e-mail, document management, Microsoft Office, and various applications.
• Diagnose and resolve end user network or local printer problems, PC hardware problems, e-mail, Internet, dial-in, and local-area network access problems.
• Participate in a rotating on-call schedule that involves after hours and weekend support and availability requiring remote access and telephone coverage.
• Collaborate as part of a dynamic IT Support team, providing premiere customer service and support to all end users, internal and external. 
• Communicate effectively and professionally to ensure good customer service through phone, email and in person.
• Commute to remote offices to provide onsite assistance and support tasks, as needed.
• Deliver, set up, and assist in the configuration of end user desktop, Laptop, Tablet, Software, and peripherals.
• Perform desktop hardware repair for PC computer equipment and peripherals.
• Establish and maintain cooperative working relationships with other IT staff members and end users.
• Perform all work in accordance with Firm policies and procedures, including IT protocols and security procedures.
• Protect and properly handle highly confidential data and communications.

Requirements:

• Excellent written and oral communications skills.
• Demonstrated ability to make difficult concepts easy to comprehend.
• Ability to take and provide directions.
• Excellent troubleshooting and customer service skills.
• Monitor, read and promptly respond to written communications and service requests from end users during assigned coverage hours.
• Read and promptly respond to oral and written communications from Management and other IT team members.
• Trustworthiness and reliability to properly handle highly confidential data.
• Proven ability to effectively manage multiple priorities and meet deadlines.
• Evidence of flexibility and problem-solving skills.
• Demonstrated ability to excel both independently and as a team member in a lively, collaborative environment.
• Supervisor experience is a plus but not required.
• Associate degree preferred.
• 1-3 years of experience required.
• A+ and Network+ CompTIA Certificate preferred, but not required.
• Working knowledge of Active Directory, Group Policy, Domain Services (such as Print, DHCP, DNS) and network connectivity.
• Familiarity with IT Service Management concepts, practices, and procedures.
• Intermediate knowledge in hardware and networking.