Job Function: This position will provide technical assistance to computer users. This may be accomplished by answering questions, resolving computer problems, and providing assistance with the use of computer hardware and software (including printing, installation, word processing, electronic mail, and operating systems).
Job Description:
- Oversee the daily operations of the Information Technology helpdesk. This includes taking calls, entering support tickets, and assigning tickets to IT Staff.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Maintain records of daily data communication transactions, problems, and remedial actions taken, or installation activities.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Develop training materials and procedures, or train users in the proper use of hardware or software as directed.
- Confer with staff, users, and management to establish requirements for new systems or modifications as directed.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Prepare evaluations of software or hardware and recommend improvements or upgrades as directed.
- Perform system installation, upgrades, and provide all manner of IT support as directed.
- Periodic travel for systems set up and support as needed.
- Respond to email messages for customers seeking help.
- Manage employee accounts such as Active Directory, Office 365, and more.
- Install, modify, and repair computer hardware, and software.
- Walk customers through the problem-solving process.
- Other duties as assigned.
Position Qualifications:
- Communication, Written Skills – Ability to communicate in writing clearly and concisely.
- Confidential – Ability to keep information confidential
- Customer Oriented – Ability to take care of the customers’ needs while following company procedures.
- Multi-task – The ability to work on several different tasks simultaneously.
- Organized – Possessing the trait of being organized or following a systematic method of performing a task.
- Reliability – The trait of being dependable and trustworthy.
- Resource Management (People & Equipment) – Ability to obtain and appropriately use equipment, facilities, materials, as well as personnel.
- Self Motivated – Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.
- Systems Analysis – Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
- Time Management – Ability to utilize the available time to organize and complete work within given deadlines.
- Working Under Pressure – Ability to complete assigned tasks under stressful situations.
Experience Required: 3+ years of experience in Information Technology or other related field.
Education: Associate’s Degree (two-year college or technical school) required, Field of Study: Information Technology/Systems or similar field.
Computer Skills:
- Microsoft Office Suite (Outlook, Word, PowerPoint, Excel, Projects, Skype for Business, Teams, etc.)
- Active Directory
- Windows 11 Operating System deployment, maintenance, and troubleshooting
Benefits: Health, Dental, Vision, Cancer, Accident, Telemedicine, STD, LTD, Life Insurance, 401K, Vacation, Holiday, and Sick leave.
Castle provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
