Job Description

The IT department has overall responsibility for the business systems infrastructure, providing high quality service and support through effective, cost efficient processes that are designed to meet the business strategy for Inframark. The IT Service Desk and Support Personnel are key components of the IT Infrastructure Support Team.

The Service Desk/Desktop Support Technician is responsible for providing day-to-day hands-on technical support at the Horsham, PA facility and remote assistance to Inframark staff at other locations. This may involve travel to other facilities when the need arises. This position is charged with maintaining the SLA’s outlined by the business, resolving onsite and remote site service desk tickets. The Service Desk/Desktop Support Technician role is expected to ensure a high level of customer service across all Inframark offices as needed. This position is also responsible for ensuring that the documented IT standards and processes are followed.

SCOPE

The Service Desk/Desktop Support Technician provides front line and second level IT Help Desk support. The position must have a solid working knowledge of an array of technologies, applications, and services. This position also serves as point of contact for onsite escalation and ensures the appropriate channels are used to expedite and resolve critical issues as soon as possible.

The Service Desk/Desktop Support Technician is responsible for desktop/laptop hardware support, operating systems support, as well as supporting the Office 365 Suite of applications installed on each computer. Anti-Virus, VPN, Nuance Power PDF, and IP Telephony client support are additional applications supported by this position. Providing technical support via phone, remote desktop, and email is also required.

In a fast-paced business it is imperative that this position possess strong interpersonal skills, be detail oriented and able to manage multiple tasks simultaneously. The ability to coordination between IT Help Desk and other IT support teams is essential.

There will be a requirement to travel to other Inframark facilities from time to time, plus working out of standard work hours as the need arises. So, being flexible is a must.

Skills and QUALIFICATIONS

The candidate should possess Desktop support skills, Network support skills, and a solid understanding of the technology and applications listed below.

• Active Directory

• Office 365 products

• Collaboration Tools (Skype for Business & Microsoft Teams)

• Citrix (preferably XenApp 6.5)

• VOIP telephony support (ShoreTel)

• Good understanding of modern cyber security principles

• Printers (Xerox/RICOH/HP/CANNON – installation and Troubleshooting)

• Mobile device support (iOS and Android)

• Incident Management Tool (Service-Now)

• Deploying software using SCCM

• Managing mobile devices in InTune

• Asset and inventory mgmt.

• Should have knowledge in PC Imaging using SCCM

• Hardware break-fix.

• Video conferencing support, coordinated through existing Video conferencing vendor.

• Liaising with Hardware vendors (HP, Dell, Xerox) for warranty support.

• New Desktop & Laptop hardware configuration.

• Resolve Desktop related LAN/WAN issues and provide smart hands as needed.

• Demonstrated success in transforming and improving efficiencies in Service Desk

• Solid understanding of ITIL practices, principles, and methodology.

• Responds to and/or handles escalations received from management or customers in a timely fashion, ensuring issues are resolved or escalated appropriately.

• Installation and deployment of Windows 10 imaged desktops and laptops

• Address user tickets regarding hardware, software and networking

• Maintain the organization and inventory of hardware resources.

• Maintain the organization and inventory of software and software licenses.

• Must be proficient in Microsoft Office 365 Suite of applications.

• Working knowledge of Microsoft Active Directory, Exchange.

• Perform technical functions such as Active Directory, Exchange, and O365 user and group account creations and account management.

• Working knowledge of Microsoft Windows networking.

• Working knowledge of LAN/WAN networking and site-to-site VPN basics.

• Working knowledge of wireless LAN functions.

• Hardware / software refreshes / maintenance / upgrades

• Advanced knowledge of Windows Operating Systems (Windows 7 & Windows 10)

• Experience with Office 365, Single Sign-On, and Federated services is a plus.

• Excellent communication and customer service skills.

• Strong influencing and communication skills (written and verbal)

• Excellent analytical skills

• Salary is dependent upon qualifications and experience.

EDUCATION and/or EXPERIENCE

• Bachelor’s Degree (preferred) in Computer/Network Engineering or equivalent experience in a technical infrastructure role is required.

• Previous experience in a technical support desk environment preferred

• Advanced knowledge of help desk operations.

• Broad understanding of IT concepts, development practices, and architectures.

• Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.

• MS Office O365 2016 application support.

• Windows 7, Windows 10 and iOS support.

• Imaging software (SCCM).

• iPhone and Android support.

• On-call and occasional hours outside normal business according to business needs.

• Must be able to lift 50 pounds.

• A+, Network+, or comparable Certification.

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions

Requirements

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.