Help Desk Entry Level

Summary
American Bridge is currently seeking a Help Desk This position requires a proficient working knowledge of IT and an ability to apply a logical progression.

Essential Duties and Responsibilities

(1+) years in a “help-desk” type role offering support via phone, email and in-person

· Experience with build out of small to midsize LANs (architecture, installation and configuration)

· Experience with imaging and deployment of PC’s and laptop devices

· Experience with installation and troubleshooting of common PC hardware peripherals

· Experience with variety of software installations and software user training

· Experience supporting users in a Citrix or Remote Desktop environment (a plus)

· Experience providing end user support and management for mobile devices (iOS, Android)

Responsibilities:

· End-user support for both local office staff and remote workers and respond to and resolve escalated (level 2 type) support issues

· Work with Field Operations on remote office IT infrastructure build-out; including planning, procurement and coordination. Must be able to provide on-site installation and configuration of local LAN and network devices (firewall, router, switch, AP’s) and installation of any other IT related hardware or software. Travel required.

· On-boarding of new company employees including issuing hardware, creating user accounts and providing new user training

· Purchasing and inventory and asset management

· Contribute to and maintain IT Dept. documentation and assist with continuing to build out user knowledge base

Knowledge/Skills:

· Strong customer service support mindset (empathy, urgency, commit, follow-through)

· Understanding and familiarity with Local Area Networks (LAN), Wide Area Networks (WAN), and general networking concepts

· Ability to install, configure and maintain small to mid-sized LANs

· Advanced knowledge and administration of Windows OS (7, 8.1, 10) on PC

· Advanced knowledge and administration of Windows Server OS (2008R2, 2012)

· Office 365 user and license administration

· Active Directory user administration

· PC Imaging and Image Deployment

· Sound technical knowledge of iOS and Android operating systems and devices

· Mobile Device Management a plus

· Experience with Citrix or other Remote Desktop / Terminal Service environment a plus

Requirements:

· Willingness and ability to travel (within US) to perform service calls and installations

· Required Hours: 8am-5pm EST

· Willingness and ability to work some nights and weekends as required

· High school diploma or equivalent level of education required

Following Certificates / Training Preferred but Not Required:

· Comptia A+

· Comptia Net+

· Comptia Security+

· ITIL

· MCSA