Technical Support Analyst Technical Support Analyst …

à Raleigh, NC, États-Unis
CDI, Plein-temps
Soyez parmi les premiers à postuler
à Raleigh, NC, États-Unis
CDI, Plein-temps
Soyez parmi les premiers à postuler
Technical Support Analyst
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  • Technical Support Analyst (NC) Job Locations US-NC-Raleigh Posted Date 6 days ago(2/4/2020 10:37 AM) ID 2020-1260 # of Openings 1 Category Information Technology
  • Overview

    FMI Corporation is seeking an experienced PC/Network Support Administrator (PC/NSA) to provide maintenance and support of the firm’s desktop, network, video conferencing and server infrastructure. The primary responsibility of this role will be focused on end user support, keeping desktop and network computing systems operating effectively, efficiently and securely while providing software support and administration. This position handles all system-related acquisitions, configurations, maintenance, and contingency planning for PCs, servers, network equipment and software, and provides daily monitoring and support of server operating systems, desktop programs, Office 365, security updates and other 3rd party applications. The PC/NSA works in conjunction with 3rd party providers to ensure quality delivery of support and service for all users, and works under minimal supervision/guidance using independent judgement to achieve assigned objectives.

    The PC/NSA must be able to lift and maneuver a minimum of 35 lbs, and must be able to lift, push, pull or carry heavy objects such as PC equipment, paper supplies, etc. The PC/NSA is frequently required to reach with hands and arms, and occasionally required to stand, walk, climb, balance, stop, kneel, crouch or crawl. Typical work hours are Monday-Friday 8:30am to 5:30pm. The PC/NSA must also be available to work off-hours as required when performing functions that would otherwise disrupt normal business operations.

    This full-time position requires up to 20% overnight travel to support regional offices, and will be based in our downtown Raleigh headquarters.

    • Providing day-to-day customer service and support with a high degree of technical expertise, timeliness, quality and communication
    • Working hand-in-hand with both on- and off-premise personnel to deliver IT services across North America
    • Supporting an IT environment spanning network, PC/LAN/WAN, desktop images, security tools, and 3rd party applications
    • Communicating effectively with internal customers, service providers and management
    • Installing, configuring, troubleshooting and maintaining Microsoft Windows desktop images
    • Providing support of Polycom, RingCentral and related video conferencing tools
    • Providing ongoing training and onboarding support of employees
    • Administering servers and systems providing secure applications and application availability
    • Managing user accounts, logins, permissions and access
    • Troubleshooting problems in person, by telephone and remotely in a timely and accurate fashion
    • Researching, resolving, documenting and responding to support inquiries
    • Acquiring, maintaining, expanding and disseminating knowledge of relevant product offerings, current support policies, and providing accurate technical solutions to end users
    • Recommending, scheduling and coordinating hardware, software and peripheral equipment improvements, upgrades, and repairs
    • Engaging and escalating problem issues when needed while documenting all customer interaction via online database
    • Managing all corporate software licensing, maintenance and renewals; maintaining inventory of all corporate IT hardware and software
    • Deploying, setting up and managing corporate iPhones
    • Performing other duties as assigned
    • Bachelor’s degree in computer science, information systems, or equivalent real-world work experience
    • Minimum 8-10 years of experience supporting Microsoft desktop users in a helpdesk/networking support role
    • Five years of experience supporting Cisco ASA, Routers, switches and Supporting Microsoft Active Directory
    • MCSE certification a plus
    • Ability to deploy, update/patch and troubleshoot Windows 10 and 7, Server 2008R2 or higher, and MS Office applications via O365
    • Demonstrated track record supporting and troubleshooting Dell servers, PCs and notebooks
    • Previous experience:
      •     Creating scripts and packages to deploy, update, and patch software using Prism-Deploy
      •     Using Ghost tools to create and manage computer images
      •     Supporting and managing Office 365 and VMWare 5 or higher
      •     Programming and supporting PowerShell scripts
      •     Using Veritas tape/disk backup system
    • Proven ability to support remote systems/users via tools such as Remote Desktop Protocol and/or LogMeIn Rescue, SSH/Telnet, Putty or other terminal emulator tools
    • Knowledge of Cisco ASA, Routers and switches and experience with Cisco IOS, including how to add, change and edit configurations within these systems using the tools mentioned in the above bullet item.
    • Ability to support VOIP phone products, with preference given to those with experience using RingCentral
    • Ability to troubleshoot and maintain networked printers and copiers
    • Superior organizational and time management skills, and the ability to efficiently manage multiple projects in a fast-paced work environment
    • Excellent written and verbal communication, listening, analytical, problem solving, interpersonal and relationship-building skills
    • Demonstrated maturity, integrity and the ability to work in an entrepreneurial environment, both individually and as a team player
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