Job Description

This position requires strong technical and customer service skills. Individuals provide first line support for users on computers, printers, phone systems, cell phones, and networking issues. The main function will include support of IT hardware and software systems, including user support, hardware and software issue diagnosis and resolution, and network access and device troubleshooting and root cause analysis.

The individual must have patience to work through issues and must be able to adapt communication skills based on user knowledge, personality, and location (remote or another country). They must be able to devise creative solutions to remedy a customer complaint, and to deal well with stress and present calm demeanor in stressful situations. This critical role requires the ability to prioritize appropriately.

The position requires availability outside of standard business hours to support work stoppage issues.

Must be very dependable, discrete, trustworthy, think well under pressure, and be highly self-motivated to perform job functions with minimal or no supervision.

Essential Duties and Responsibilities include the following.

• Ability to deconstruct complex issues, diagnosing, and resolving hardware, software, and network issues to ensure efficient operation.
• User Support: Providing technical support to employees globally, often serving as the first point of contact for IT-related problems.
• System Maintenance: Installing, configuring, and updating software and hardware components.
• Documentation: Keeping detailed records of issues, solutions, and changes to IT systems.
• Training: Educating users on new technologies and best practices to enhance productivity.
• Security: Implementing and maintaining security measures to protect data and systems.
• Ability to multitask and prioritize appropriately
• Communicate potential issues and share information with management and coworkers.
• Support network infrastructure and management
• Shares responsibility for completing ERP Night/Month End Operations.
• Take initiative to implement process improvements,
• Help implement new software and hardware
• Work with stakeholders on projects to improve how they interact with technology.
• Manage vendor relationships and contracts
• Interfaces with technology users, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures troubleshooting efforts are completed for recurring problems until permanent solutions are implemented. Other tasks as required, which may include after-hours / on-call duties

Education and/or Experience

• Two-yr college degree or appropriate Certification, minimum.
• 5+ years IT Help Desk Experience, including supporting remote users
• And/or training; or equivalent combination of education and experience.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Strong organizational skills
• Experience in personal computer hardware assembly and maintenance, software installation and troubleshooting, and peripheral device setup
• Familiarity with various operating systems and software applications, including Microsoft Office Windows-based products
• Knowledge of Windows OS and iOS
• Ability to support various devices connected to the network (Printers, multi-function devices, RF Readers, cell phones, etc.)
• Superior analytical skills, problem-solving abilities, technical knowledge and decision-making ability.
• Excellent communication skills to interact with users and team members.
• Ability to work independently and manage multiple tasks simultaneously, and the ability to work well under stress and time pressures
• Experience managing IT-related projects
• Experience with Microsoft SharePoint, and TEAMS
• Experience supporting network infrastructure

Ferno is an equal opportunity employer and that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.

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