Tsr 2

This position is an intermediate level professional role that provides user support in operating, maintaining and troubleshooting hardware and software assigned to organization employees to help them accomplish their work. This position requires self-motivation and self-management of work with strong interpersonal skills to meet with users in a face-to-face environment. This is an individual contributor role.

This individual works with divine guidance to provide or support technology that furthers the mission of the Church and reflects the eternal impact of the gospel.

Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel

Provide case status updates to management and end-users

Support and maintain effective relationships with users

Develop, document, and implement standard operating procedures and customer service guidelines related to IT support

Prioritize, understand, and respond to service:( requests/incident tickets based on the business impact

Recognize ticket requests requiring greater expertise and escalate them appropriately

Assist others in analyzing and evaluating client-side system malfunctions and take appropriate action as directed

Decommission client-side assets as outlined by policy; coordinate and execute the surplus of hardware assets

Perform audit tasks as directed by management

Image and configure equipment to design specifications

Perform assigned software and device maintenance and upgrades and document changes made

Create problem records, test patches, and validate the functionality of automated processes

Provide operational feedback to management, reporting any inaccuracies or incorrect data

Execute assignments by following established procedures using a limited degree of creativity and latitude as necessary

Assist with fixed asset procedures by receiving and tagging hardware

Interact with customers in a helpful and positive manner, with customer satisfaction as the objective

Comply with applicable industry regulatory requirements (e.g., HIPPA, PCI DSS, security requirements)

Perform backup/data transfers

Provision/de-provision VOIP desk phones

Organize and schedule incidents and requests for deskside support team
- Associate's Degree in related field or equivalent professional experience
- Working knowledge of a variety of operating systems, hardware platforms and technical disciplines; supported hardware and software including Windows and Mac platforms with the aptitude to troubleshoot technical malfunctions
- Proven experience in the following areas:

- Asset management practices
- Network technologies pertaining to system connectivity and troubleshooting
- Effective interpersonal, collaborative and communication skills with a strong emphasis on customer service
- Ability to maintain confidentiality
- Solid understanding of IT business functions
- Enterprise process governance standards
- Solid understanding of IT business functions
- Proven ability to be proactive, detail-oriented, dependable and appropriately prioritize tasks and multiple customer requests
- This job operates in a professional office environment
- To successfully perform the essential functions of the job there may be physical requirements which need to be met such as sitting for long periods of time and using computer monitors/equipment
- Required to lift up to 50 pounds as well as bending, stooping, reaching, and grasping
- Color differentiation and hearing abilities are also required

Preferred:

- One or more technical certifications such as Microsoft Certified Desktop Technician, A+, Network+ or comparable experience