About the Role
- Key ResponsibilitiesTechnical Support and Issue Resolution
- Serve as the primary point of contact for employees seeking technical assistance via phone, ticketing systems, instant messaging, and email.
- Diagnose and troubleshoot computer system issues individually or in collaboration with team members, identify root causes, and implement effective solutions.
- Perform PC upgrades, repairs, and maintenance, including license tracking and hardware / software configurations.
- Follow up on outstanding requests to ensure timely and thorough resolution while maintaining service level agreements (SLAs).
- Provide technical guidance to end-users on IT tools, systems, and processes to reduce downtime and enhance productivity.
- Continuously identify and recommend improvements to helpdesk processes for greater efficiency and user satisfaction.
User Management, and Asset Oversight
Provision and de-provision user accounts, ensuring efficient configuration and deployment of desktops and workstations using standardized OS images and software.Monitor and manage IT assets, maintaining accurate inventory records and addressing hardware and software needs proactively.Conduct onboarding for new hires, including hardware setup and training sessions to ensure effective use of IT systems and tools.Research and recommend hardware and software solutions, evaluating vendor products for cost-effectiveness and quality.Conduct routine audits to maintain compliance, ensure equipment availability, and identify optimization opportunities.IT Operations and Security
Manage daily administrative tasks for enterprise applications and systems, ensuring access control and secure operations.Collaborate with the Security Team to address ongoing security initiatives and ensure alignment with organizational security policies.Assist with security remediation efforts, including patching vulnerabilities and enforcing information security best practices.Collaborate with Systems Administration on special projects, such as system upgrades, migrations, or configurations.Other Responsibilities :
Undertake additional duties and projects as assigned to address changing business needs.About You - Essential Qualifications
Strong customer service skills matched with interpersonal communications skills.Knowledge of Windows & Mac OS, Active Directory, NTFS permissions, networking, PC hardware, printers, scanners, computer peripherals and mobile devices.Understanding of foundational security practices, including physical, network, and wireless security, as well as permissions and encryption protocols.Ability to troubleshoot and resolve technical hardware and software issues.Ability to work in a fast-paced environment, communicate technical information both verbal and written to a wide range of end-users.Preferred Education and Experience
Bachelor’s degree or equivalent work experience in engineering, math, physics, computer science or a quantitative field1-2 years of IT helpdesk or call center support experienceCertifications in related technologies such as CompTIA A , CompTIA Network , Microsoft Fundamentals or Google IT Support Professional CertificateThe salary range varies, and pay is based on several factors including but not limited to education, certifications (if applicable), candidate's geographic region, job-related knowledge, skills, and years of experience among other factors.
Range : $60,000 - $80,000 per yearPerks & Benefits at a Glance
Generous time off : 15 Days of Vacation3 Floating Holidays2 Paid Volunteer Days9 Paid HolidaysHybrid Work EnvironmentFree Parking : covered and EV charging stationsVarious 401 (k) Investment Options and Generous Company MatchHMO and PPO Medical Care Options (Employees are fully covered under HMO)Applicants must be authorized to work for Laserfiche in the United States on a full-time basis without the need for employer sponsorship. We are unable to sponsor new employment visas, or take over sponsorship of existing employment visas, at this time.
Salary : $60,000 - $80,000
