The IT CoOp will support requests received from Diversified Automation employees via phone email ticketing systems Teams and other channels. Under the direction of IT Management the Support Technician will assist with preparation and deployment of new computers and software will troubleshoot issues with installed applications operating systems user accounts and credentials and will assist with issues upgrading Windows 10 to Windows 11.
Duties
Monitor ticketing systems for new issues and for issues requiring escalation
Capture requests received through other channels and ensure proper routing
Escalate issues for resolution as needed
Provide weekly updates and reports on outstanding issues and service levels
Provide support on issues including but not limited to:
Software installation and licensing
New equipment configuration and migration
User account management and password resets
Presentation and conference room equipment
Mobile Devices (iOS and Android)
Meetings and collaboration
Network connections (Wireless Wired and VPN)
Office Phones
Assist with Windows PC Image deployment
Update ticketing systems and provide resolution information to employees
Create break/fix and knowledgebase documents for common issues
Qualifications and Experience
Experience troubleshooting software and hardware related issues in a Windows environment
Good interpersonal skills including facetoface interactions and when working remotely
Active listening
Strong written and verbal communications skills
Ability to organize information and solve problems
Strong multitasking and time management skills
Willingness to learn and take on additional tasks as needed
Network and Operating System Knowledge Requirements
Strong knowledge of PC and Desktop applications such as:
Windows 10 11
Microsoft Office
Microsoft Teams
Experience supporting mobile devices including both Apple (iOS) and Android
Experience supporting and maintaining office printers and scanners
Experience with using command line powershell or other basic network troubleshooting utilities such as ping tracert testnetconnection etc
Basic to intermediate knowledge of network design and technologies
Experience with Office365 and related technologies preferred
Other Requirements
Other requirements for this position may include:
Sitting for extended periods
Repeated motions such as keystrokes mouse movements or moving objects
Lifting objects up to 25 pounds
Working outside normal business hours
Infrequent travel to other company locations
IT Co-Op
