Systems Manager

• Respond to telephone calls, emails, and personnel requests for technical support
  
• Provide desk-side and telephone support resolving day-to-day technical issues for users within our office
  
• Setting up, repairing, and maintaining a wide range of hardware (servers, desktops, laptops, printers, and all other peripherals) and software (Citrix, MS Office, and other software)
  
• Address user tickets regarding hardware, software, and networking
  
• Walk customers through installing applications and computer peripherals
  
• Ask targeted questions to diagnose problems
  
• Guide users with simple, step-by-step instructions
  
• Conduct remote troubleshooting
  
• Test alternative pathways until you resolve an issue
  
• Customize desktop applications to meet user needs
  
• Provide training to the end-users
  
• Record technical issues and solutions in logs
  
• Direct unresolved issues to the next level of support personnel
  
• Follow up with clients to ensure their systems are functional
  
• Report customer feedback and potential product requests
  
• Help create technical documentation and manuals
  
• Work closely with other IT employees on system maintenance and configuration projects
  
• Provide high level of customer service and support to C-Level/ VIP-level staff
  

Requirements

• 6+ years experience in IT support
  
• Strong skills and experience with Windows Server 2008 & 2012, Windows 7 & 10, and MAC OS platforms
  
• Strong troubleshooting skills: ability to provide both local and remote support
  
• Strong understanding and experience with mobile devices, laptops, and tablets
  
• Strong understanding and experience with Active Directory, MS Office suite, Office 365, and Exchange
  
• Citrix and Cisco VPN client troubleshooting skills and experience
  
• Ability to work independently and as part of a team
  
• Strong customer service skills, and ability to communicate with all levels of end users
  
• Ability to work under pressure and prioritize between tasks
  
• Ability to learn complex concepts in a fast-paced environment and possess a self-starter attitude
  
• Ability to learn and support proprietary and/or technologies specific to our business
  
• Experience with a Help Desk ticketing system
  

• Experience with MS SharePoint, Citrix, VMware, and Cisco Phone System
  
• A+, N+, MCP, MCSA, and/or MCSE certifications preferred
  
• Technical writing and documentation proficiency
  

• Bachelors Degree in the Information Technology field