The technician is responsible for providing computer information systems support via the phone, email or at a Customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion. Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multim edia support. The candidate will need to have a basic knowlegde of Active Directory in a multiple Domain network environment. They must also have a fundamental of Personal Computer and Information Systems operations. The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams. The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment Support Technician Job Duties include: 1. Respond to and direct help desk tickets to other technicians for resolution. Exp with Remedy or similar ticketing apps is fine. 2. Perform installation and troubleshooting of PC's, printers, iPhones and software. 3. Daily inspections of server room and data closets 4. Manage backup tape rotation and cases for offsite pickup 5. Perform network jack activation for correct VLAN 6. Basic customer training and support on Mitel phone operations 7. Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets Job Requirements: Escalated technical troubleshooting support for customers Fielding customer technical support requests Communicate technical information to non-technical customers Help customers with technical issues Troubleshoot and resolve customer technical issues Provide technical support to computer users Apply technical support expertise to resolve customer issues Provide technical and non-technical support to customers via phone and email Diagnose and resolve technical hardware and software issues Assist in reviewing technical support documentation to ensure technical support staff Diagnosing and resolving technical hardware and software issues Document all technical support procedures Assist customers in requests for technical product information and technical troubleshooting Answer technical problems regarding proprietary software Provide technical troubleshooting and problem resolution Performing technical and application support Perform technical installation and support of all company software and provide resolution for technical issues Identifying and troubleshooting technical issues Support clients with various technical troubleshooting duties Assist customers with technical questions