Information Technology Support Technician

• W2 contract only - no 3rd parties
• Local Candidates only

Duration: 5-month contract to cover an employee's Leave of Absence

Overview:

• This role is responsible for the daily operations of the Technical Assistance Center and the timely resolution of all problem calls.
• Competent to work on your own and only requires some general direction for the balance of the activities.
• The candidate will be responsible for the business's application support needs, as well as installing, configuring, troubleshooting, and maintaining Microsoft Windows-based desktop and notebook computers, printers, mobile devices, and other associated peripherals, including (but not limited to) removable media and A/V equipment.

Specific Job Duties:

• Monitors and answers the TAC phone line and email. Work with users to solve problems within service-level objectives.
• Work with other support personnel to resolve problems not resolved at the help desk level within service-level objectives.
• Backup other positions within the department, such as operations, computer hardware support, and deployment.
• Train and learn all new systems as they are put into production to provide support.
• Assist in the analysis, design, and documentation as required to support the development, enhancement, and maintenance of the Company's systems/applications.
• Responsible for gathering business requirements and designing, implementing, and documenting technical solutions according to approved standards/procedures.
• Participate in the development of training materials.
• Assist in the training of software/business applications.
• Ability to clearly communicate technical concepts to non-technical people.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to multi-task in a fast-paced environment.

Required Education/Certification:

• Associate's degree in Computer Information Systems or equivalent experience.
• Microsoft Certified Professional preferred (but not required).

Required Experience:

• 2 years of customer service experience in an IT support role.
• 1 years' setup, configuration, and troubleshooting of desktop/notebook hardware and software (Windows 7, 8,10)
• Ability to provide system-level support for computer system/business applications. Specialized knowledge within the area of responsibility.
• Strong written and verbal communication skills.
• Strong analytical skills.
• Excellent customer service and credibility skills.
• Ability to handle a heavy workload in a complex, demanding, and rapidly changing environment.
• iOS device support (iPhone, iPad).
• Microsoft Office support.
• Some knowledge of TCP/IP networking and related network services (i.e. DNS, SMTP, DHCP, etc.).
• Knowledge of Active Directory concepts and administration.
• Experience working in a structured, process-driven environment.

Preferred Skills:

• Previous experience in the Mortgage Banking industry.
• Experience supporting Outlook in a Microsoft Exchange environment.
• Experience supporting a variety of WiFi-enabled devices.
• Experience supporting remote users (home or branch office).
• Experience with scripting languages (PowerShell, VBScript).