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Cranemasters · 3 months ago

Associate IT Support Engineer

North Chesterfield, VA

Full-time

Onsite

Mid Level

4+ years exp

Cranemasters is seeking an IT Support Engineer who will be responsible for IT support and delivery, focusing on hardware, software, and telephony support. The role involves collaborating with vendors, managing user accounts, and ensuring operational availability of IT resources while providing quality customer service.

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Responsibilities

Respond as First Point of Contact for support related issues and service requests while providing quality and courteous customer service

Guidance and collaboration with vendors contracted to provide support and deliver solutions

Asset and Licensing Lifecycle Management

SaaS and cloud application’s administration and support

Create and follow processes and procedures for corporate and vendor usage

Create Work Instructions

User account management

Develop and provide training to users on best practices and use of products and tools

Workstation builds for new users and refreshes following standard procedures

Project delivery within timelines, plans, and oversight on assigned efforts

Research and evaluate new technologies and propose new solutions

Participate in the testing and debugging of programs and systems. Oversee implementation, coordinate tests, and observe initiation of the system to validate performance

Document functional and non-functional requirements for technology solutions. Review, evaluate, document, and analyze existing systems

Procurement of equipment and software through approved vendors

Log requests, problems, and resolutions. Collaborate and proactively resolve and/or escalate while keeping customers actively informed

Effectively communicate with end users, peers, and management

Perform quality audits of vendor’s work, review results with management

Assist with gathering metrics and preparing status reports

Maintain operational availability of computer-related equipment and IT resources; identify and implement processes to improve operational availability

Ensure patch management

Monitor health and service availability

Coordinate server, network and/or application upgrades and maintenance

Provide basic administration and support of enterprise telephony solution

Qualification

Hardware troubleshootingSoftware troubleshootingWindows 10 supportOffice 365 administrationNetwork troubleshootingAsset Lifecycle ManagementProject delivery experienceKnowledge sharingITIL experienceAgile experienceMobile device supportBackup solutionsServer replicationMS Azure experienceAWS experienceInterpersonal skillsTime managementAttention to detail

Required

2 Year degree or equivalent experience

Minimum 4 years relevant experience in hardware and software troubleshooting / support and customer service support

Excellent interpersonal and collaborative skills

Excellent verbal and written communications

Effective organization and time management skills

Experience with formal project delivery

Ability to prioritize and manage multiple tasks

Strong attention to detail

Experience with build, management, and support of Windows 10

Experience with Office 365 account administration

Experience with mobile device support through an MDM a plus: iPad / iPhone, Apple ID usage in a corporate setting, Windows devices

Experience with backup solutions

Experience troubleshooting network issues including: DHCP, DNS, CMD line tests, port testing and Wi-Fi

Experience with role-based access controls

Working knowledge of hardware and applications including, but not limited to: Windows Server OS, MS Office, Active Directory, computer imaging software, VoIP systems, endpoint security, encryption, PC's, printers, and other networked equipment

Demonstrated Asset Lifecycle Management experience (hardware and software)

Valid Driver's License