IT Support Technician

Job Summary:
Ferretti Search is an award-winning Recruitment Firm specializing in Executive Recruiting and Staffing. The IT Support Technician will provide technical support and assistance to employees, troubleshoot hardware, software, and network-related issues, and help maintain the organization’s IT systems.
Responsibilities:
• Build upon a positive culture and are well versed and educated advocates of improving the end-user’s IT support experience
• Continuously document and improve on current operational processes while providing operational support
• End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 10% and PC 90%) to include desktops, laptops, printers and mobile apps
• Respond to end-user product related questions for all supported hardware, software and applications
• Understand and maintain/outperform service levels established
• Provide Level I and II support via phone, email and potentially on-site at client locations to support service needs as required
• Maintain various messaging systems and client platforms (Email, Slack)
• Manage user accounts, permissions, email, anti-virus and anti-spam
• Efficiently diagnose, troubleshoot and resolve technical issues at desktop level
• Provide on-site technical support that may involve but not limited to; installation of hardware or systems, software, network and communications devices
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and criticality
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Administer and manage new user account creation
• Administer and manage Active Directory database making sure to keep it updated at all times.
Qualifications:
Required:
• At least 2 years’ experience in a customer facing deskside support/end user computing role
• Bachelor’s Degree in computer science, MIS or relevant field is required
• Must have excellent communication skills, positive attitude and be engaging with end-users
• Experience with MAC, Microsoft® OS and Microsoft Office® applications
• Experience with problem solving in a support-oriented environment
• Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Exceptional soft skills and troubleshooting skills
• Team player, good communicator, self-directed work style
• The ability to communicate politely, clearly and effectively with internal customers at a high level such as senior management on matters of a technical and/or complex nature
• Desire to contribute to a fast paced, growth-oriented company
• Strong attention to detail and the ability to determine the root cause of the problem
• Excellent organizational & interpersonal skills with attention to detail
Company:
Ferretti Search offers recruiting, executive search, and staffing services across multiple industries. Founded in 2018, the company is headquartered in Matthews, USA, with a team of 11-50 employees. The company is currently Early Stage.