Main Points

• Will be providing tier I and Tier II support
• Must have 2+ years experience
• 6 month temp position 
• 20-25/hr. 

Service and support relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Implement and support disaster recovery solutions.
• Serves as the Tier 1 and Tier 2 support for the computer user community.
• Responds to customers via phone, in person, and through remote support channels.
• Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
• System documentation to include system reviews and recommendations.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how IT relates to their business strategy
• Associate's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.
• One year general experience.
• Ability to gain and/or maintain a Public Trust clearance.

 It is required that the candidate hold one or more of the following certifications:

• - Foundation Certificate in IT Service Management (ITIL) v3 or higher
• - MTA: Microsoft Technology Associate
• - MCSA: Microsoft Certified Solutions Associate
• - MSCE: Microsoft Certified Solutions Expert
• - Apple Certified Associate
• – Mac Integration Basics (current or current -1 version)
• - Apple Certified Support Professional (current or current -1 version)
• - CompTIA A+ Certified Professional - CompTIA Network+ Certified Professional CompTIA Security+ Certified Professional - Jamf Certified Tech
• - Jamf Certified Expert