You will maintain and update technical documentation and participate in IT projects and system upgrades. In addition, this role will have responsibility to manage user accounts and access permissions within an organization's systems. You will ensure users have the appropriate access to resources, troubleshoot login issues, and maintain security protocols to protect sensitive information. This will include password management, user provisioning/deprovisioning and user information updates.
Key Responsibilities
- Support users at their desk, over the phone, and remotely
- Setup and support end user technology (PCs, laptops, monitors, keyboards, printers, iPhones, iPads, Wi-Fi connectivity, webcams, etc.)
- Support with the maintenance and technical trouble shooting of conference rooms with Audio/Visual gear
- Call and work with 3rd party tech support to resolve issues
- Escalate and coordinate with next level support for more complex issues
- Effectively ask, listen, understand, and act on information from users and supervisors
- Maintain and update technical documentation
- Effectively ask, listen, understand, and act on information from users and supervisors
- Monitor help desk tickets to ensure timely resolution and identification of systemic issues
- Make recommendations for best practices and tools for the team to provide continuous improvement to the IT service model
- Create user accounts, ensure correct level of access to technology tools, password management and deprovisioning of tools as employees change roles or leave the company
- Other duties as assigned
Education
Skills, Knowledge, and Expertise
- Associates Degree in IT, Computer Science or related field - Required
- Bachelors Degree in IT, Computer Science, or related field - Preferred
Experience
- IT desktop support
- Experience with ticketing systems and documenting technical issues
- Experience with User Administration
- Experience with common operating systems and collaboration platforms (Windows, MS 365)
- Experience with system configurations and network installations
- Experience in a customer-facing role
Skills
- Advanced technical expertise in troubleshooting software, hardware, and networks issues
- Strong analytic skills to perform root cause analysis and implement permanent solutions
- Proficiency in maintaining and updating technical documentation
- Experience with system and network configurations and installations
- Ability to work closely with technology vendors and other team members
- Experience participating in IT projects and system upgrades
- Leadership skills in mentoring and training support staff
- Meticulous in documenting issues and maintaining system configurations
- Excellent verbal and written communication skills for effective collaboration and mentoring
Benefits
- Compensation: $85,000 - $95,000 / year
- Eligible for discretionary benefits: annual performance bonus target
- Eligible for standard employee benefits: Medical, Dental, Vision, 401k, FSA, HSA, Commuter Benefits, Employee Assistance Program, Life Insurance (employee and dependents), Short-term disability (STD), Long-term disability (LTD), Accidental death & dismemberment (AD&D), vacation days, sick days, and other benefits
Disclaimer
To All Recruitment Agencies – NexCore Group does not accept unsolicited third-party resumes.
NexCore Group knows that when we welcome different points of view, it makes us better, stronger, and moves us boldly forward in becoming a world-class company. That is why we’re proud to be an Equal Opportunity Employer and encourage all qualified talent to apply. Your application will be reviewed regardless of race, religion, gender, sexual orientation, national origin, disability, age, or veteran status.
If you are interested in applying for a position with NexCore Group and need special assistance or an accommodation to use our website, please contact HR@NexCoregroup.com
