Description

Provide onsite technical support and hands-on assistance for network and data center equipment in Bear River City, UT.

Resolve tickets independently within agreed SLAs to ensure high first-call resolution rates. Perform root cause analysis for escalated issues and support on-call rotations. Manage user accounts, including Active Directory, Exchange mailboxes, and distribution lists. Troubleshoot hardware, software, and mobile device issues for desktops, workstations, notebooks, printers, and handhelds. Maintain quality standards by updating knowledge bases and coaching junior analysts.

Responsibilities

• Resolve tickets independently within agreed SLAs to ensure high first-call resolution rates.
• Perform root cause analysis for escalated issues and support on-call rotations.
• Manage user accounts, including Active Directory, Exchange mailboxes, and distribution lists.
• Troubleshoot hardware, software, and mobile device issues for desktops, workstations, notebooks, printers, and handhelds.
• Maintain quality standards by updating knowledge bases and coaching junior analysts.

Required Skills

• 5+ years of hands-on experience in deskside or onsite IT engineering.
• A+ certification or equivalent.
• Proficiency in Windows 7 and Windows 10 installation and troubleshooting.
• Experience supporting MS Office applications including Outlook, Word, Excel, and PowerPoint.
• Technical knowledge of mobile device setup and troubleshooting for Android, iOS, and Blackberry.
• Experience with remote desktop tools such as SMS, Bomgar, WebEx, and Live Meeting.
• Understanding of ITIL processes and experience using ITSM tools like ServiceNow.
• Strong written and verbal communication skills in German.
• Ability to manage audio/video equipment and conference room setups.

Preferred Skills

• Experience providing physical support for network and data center devices.

Key Skills

Education

Any Gradute