People love to work here, plain and simple.

It’s easy tolove your job when you’re surrounded by driven, passionate leaders. We show up every day and give it our all; not because we have to, but because we want to.

POSITION SUMMARY

Provides overall hardware and software support to McCownGordon associates, including endpoints and systems, office and field support, printer/copier management, and A/V conferencing. Enhances the technology experience for internal and external clients including complex and urgent requests and challenges.

PRIMARY RESPONSIBILITIES

System Provisioning

Maintains endpoint management systems and services such as MDM and software deployment.
Provisions and deploys endpoints such as laptops and mobile devices.
Installs and configures software.
Follows documented procedures, company standards, and direct instruction.
Manages accounts, groups, and access permissions.
Provisions networks and systems at remote locations.

Associate Support

Engages associates with the goal of delivering excellent CX by following established procedures, developing innovative solutions, and providing the right level of communication.
Reviews incoming requests, prioritizes and escalates as needed.
Provides technical support to associates on a variety of issues, such as A/V conferencing, software installation, troubleshooting, and password resets.
Addresses technical issues by using remote software and by making site visits as necessary.
Travels periodically to project sites and regional offices as needed for team support functions.

Technical Support

Diagnoses and repairs software and hardware by troubleshooting and following established procedures to resolve requests.
Communicates with vendors to resolve escalated technical issues by phone and e-mail.
Assists with and executes projects by following established procedures, performing thorough research, testing, and implementing.
Maintains the organization’s knowledge base and writes Knowledge Base articles.

Serves as an escalation point for complex, urgent requests and as a resource for the support team.
Addresses issues after business hours as needed.

Asset Management

Tracks all endpoint hardware and peripherals including laptops, mobile devices, copiers/printers, and various equipment by entering details into asset tracking systems.
Maintains inventory and procures peripherals such keyboards, consumables such as copier toner, and mobile device accessories.

MINIMUM QUALIFICATIONS

Associates Degree in an IT related field, or equivalent certification and training.
4-6 years of experience hardware troubleshooting.
A+ Certification Preferred.
ITIL v4 Foundation Certification within the first 90 days of hire.

WORKING CONDITIONS

The position requires work in an office environment.

Note: This job description reflects a summary of the job and does not prescribe or restrict the responsibilities that may be assigned. The job description is subject to change at any time.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans

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