• Job Description

  Req#: 2621

  We are seeking a highly skilled and reliable IT Support Staff member in the local area of Charleston, WV to provide technical support and troubleshooting services to the facility. The ideal candidate will be responsible for responding to IT issues as they arise, ensuring minimal downtime and maintaining the efficiency of our IT infrastructure. The employee will be expected to work on site as the duties require but will be allowed the potential of partial remote work.

  Key Responsibilities

  Provide Technical Support

  • Respond promptly to IT support requests from employees.
  • Diagnose and resolve hardware, software, and network issues.
  • Assist users with software installations, configurations, and updates.
  • Assist users with Microsoft 365 account support.

  System Monitoring and Maintenance

  • Monitor system performance and uptime.
  • Perform routine maintenance tasks to ensure system reliability.
  • Apply software updates and patches, as necessary.

  Incident Management

  • Log and document all support requests and incidents.
  • Escalate complex issues to higher-level support or specialized teams as needed.
  • Communicate effectively with stakeholders regarding the status of incidents and resolutions.

  Remote Assistance

  • Utilize remote desktop tools to provide support to remote users.
  • Guide users through troubleshooting steps over the phone or through chat.

  User Training and Documentation

  • Provide basic training to users on software applications and IT policies.
  • Create and maintain documentation for common issues and solutions.

  Required Qualifications

  Education

  • Bachelor's degree in information technology, Computer Science, or related field, or equivalent work experience.

  Experience

  • Proven experience in a technical support role, preferably in a remote or on-call capacity.
  • Experience with remote support tools and techniques.
  • Familiarity with a variety of operating systems (Windows, macOS, Linux).

  Technical Skills

  • Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
  • Proficiency in troubleshooting hardware and software issues.
  • Experience with enterprise software applications and tools (e.g., Microsoft Office 365, remote desktop software, ticketing systems).
  • Basic understanding of cybersecurity principles and best practices.

  Soft Skill

  • Excellent communication and interpersonal skills.
  • Ability to work independently and manage multiple tasks efficiently.
  • Strong problem-solving and analytical abilities.
  • Customer-focused with a commitment to providing high-quality support.

  Preferred Qualifications:

  Certifications

  • CompTIA A+, Network+, or other relevant IT certifications.
  • Microsoft Certified: Modern Desktop Administrator Associate or similar.

  Additional Experience

  • Experience with cloud services and platforms (e.g., AWS, Azure).
  • Knowledge of ITIL framework and best practices.

  Work Conditions

  Availability

  • Must be available for on-call support outside of regular business hours, including weekends and holidays.
  • Flexibility to respond to urgent issues as they arise.

  Work Environment

  • Remote position; must have a reliable internet connection and a dedicated workspace.
  • Ability to work in a high-pressure environment and handle stress effectively.
  • Ability to travel to and from the site with short notice.

• About the company

  IT solutions | Managed Service Delivery | Problem Exploration and Solutioning

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