• Technical Support Engineer I

    Job Location US-NJ-Camden
    Posted Date 1 month ago(11/13/2018 9:56 AM)
    Job ID
    6711
    Full-Time / Part-Time
    Full-Time
    Regular / Temporary
    Regular
  • Overview

    The position is responsible for providing level 1 and 2 Desktop supports for the Production Systems Team.  The primary responsibility is to troubleshoot and resolve desktop related issues escalated to the Production System and Support Team. This includes the need to maintain, analyze and repair computer systems, software, printers and provide escalated technical support to end users within the corporate and satellite sites.

     

    The position will be based out of the Camden, NJ Catapult Learning Headquarters.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES

     

    Technical Services Duties

    • Support will include but not limited to; Office 365, Remote desktop connection, device OS issues, virus/malware, with minimal network support for LAN and WiFi
    • Provide technical support for all Catapult employees within the corporate/satellites sites including field staff members via remote
    • Key member to fully manage the provisioning request which includes software orders, new equipment orders and other request pertaining to the order forms
    • Monitor and maintain ticketing system of any issues to ensure users are properly contacted and the required service has started
    • Require to image and configure new machines for deployment and reimaging and swaps of computer equipment if/when needed
    • Maintain record of support transactions through the Freshdesk ticketing system for various problems and actions taken which includes documenting description issues, email communications, updates and full resolution steps
    • Conduct computer diagnostics to investigate, plan and then resolve problems
    • Answer other inquiries involving computer software and hardware to its full completion and in a timely manner
    • Act as liaison between customers and internal staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process.
    • Demonstrate high level of professionalism dealing with client and confidential information

    Qualifications

    Training, Experience, Knowledge and Competencies

    • 4 year college technical degree or equivalent technical experience/certification
    • A+ Certification preferred
    • 2+ years of IT based customer support and customer service experience
    • Knowledgeable on imaging machine process required/mandatory
    • A good understanding of anti-virus and anti-malware software preferred
    • Experience with Active Directory a plus
    • Experience with Microsoft Exchange/Outlook preferred
    • Proficient in MS Applications and Internet Navigation
    • Sense of urgency, multitasking and time management skills
    • Willingness and proven ability to learn new applications
    • Strong oral and written communication skills, and detail oriented
    • Good understanding of computer hardware and operation system preferred
    • Must be a team player and able to work with all levels both internal and external professionals

     

    Physical Demands of the Position

    • 50% sitting, 50% standing. At times requires lifting up to 100 pounds, with assistance.
    • Required to travel to other corporate sites within New Jersey, New York, Pennsylvania and other sites within the US as required
    • On Call if/when required
    • All other duties as assigned.

     

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