Support Jobs in Jacksonville, NC

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Help Desk/Desktop Support Analyst

Jones-Onslow Electric Membership Corporation Jacksonville, NC

Jacksonville, NC

Today

$62k - $62k/yr Full time Active Directory Android Apple Ios

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Job Description

As the primary help desk and desktop support contact, you will diagnose, troubleshoot, and resolve employee hardware and software issues onsite in Jacksonville, NC.

Responsibilities

First point of contact for help desk requests via phone, email, or chat.
Document and track work orders in the help desk ticketing system to support quality service.
Perform remote troubleshooting using diagnostic techniques and targeted questions.
Determine the best solution based on the reported issue and user-provided details.
Walk employees through troubleshooting steps and resolution actions.
Install, configure, and troubleshoot hardware and software for desktop and laptop operating systems.
Troubleshoot wireless and wired networking, applications, printers, and peripherals to correct issues.
Create and maintain end-user documentation for common help request resolutions.
Log events and issues clearly, including the recorded resolution.
Follow up with users by updating status and information.
Recognize unresolved issues and route them to the next level of support personnel.
Provide accurate information on IT products or services.
Run reports to analyze recurring issues and complaints.
Request feedback and monitor calls and other correspondence methods to improve training approaches.
Train other staff members on troubleshooting and diagnosing issues.
Share employee feedback and suggestions with the appropriate internal IT team member.
Identify opportunities for improvement and recommend enhancements to IT procedures and operations.
Diagnose and resolve basic technical issues.
Install and provide routine maintenance on users’ PCs, printers, hardware, and software.
Assist in monitoring system backups.
Use a strong working knowledge of Microsoft Active Directory infrastructure and network administration.
Attend and participate in calls, conferences, training, and webinars as required.
Identify end-user training needs.
Perform other duties assigned by management with a courteous, dependable, and confidential approach consistent with informational systems professionalism.
Maintain patient, courteous, professional communication with employees at all levels; attendance is required.

Requirements

Associate’s degree in information technology, computer science, or related field (preferred).
0-2 years of experience in technical support or an IT helpdesk environment.
Relevant additional education and/or professional certifications (example: A+ certification may substitute for equivalent years of experience).
Strong customer service skills; ability to work with employees, contractors, and customers in a courteous and patient manner.
Ability to work independently; understand and carry out oral and written instructions; request clarification when needed.
Skills in communicating with users to diagnose system problems.
Self-motivated and self-directed.
Good analytical skills.
Ability to prioritize and execute tasks to completion.
Ability to work as a team member.
Ability to lift and transport moderately heavy objects such as computers, monitors, and other peripherals.
LAN knowledge.
Knowledge of Microsoft Windows, Linux, Mac OS, Android, and iOS system administration.
Excellent communication skills.
Understanding of computer systems, Webex Calling phone system, and mobile devices including phones and tablets.
Understanding of laptops and VDI troubleshooting.

Technologies

Windows
macOS
Linux
Android
iOS
Microsoft Active Directory infrastructure
Network administration
Wireless and wired networking
Printers and peripherals
LAN
Webex Calling phone system
VDI

Pay

USD 61,912 per year (salaried).

Reporting

Reports to: IT Department Manager
Direct reports: None

On the Job Training

On-site and off-site training courses
Vendor site visits

Working Conditions

Normal working conditions inside an office building with heat and air conditioning.
Regular office hours: 7:30AM to 4:30PM Monday through Friday (excluding company observed holidays).
Rotating on-call schedule: 7x24x365.
Onsite role in Jacksonville, North Carolina.
Expected to live near or within the community.
Attendance is a requirement for this position.

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