**Job Summary**:
This position is responsible for ensuring continuity of computer system and services for company computers and users by providing the technical support necessary to install computer software products, modify/repair hardware and resolve technical problems.
**Primary Responsibilities**:
- Respond to Help Desk and Technical Support requests via telephone and technical support ticketing system (Samanage).
- Assist as requested on managing and routing tickets to proper technician.
- Track issue progress through the APWireless ticketing system (Samanage).
- Repair hardware as necessary and work with service vendors to ensure continuity of service.
- Assist with maintenance of A/V media equipment and facilities including projector, camera's, drop-down screens.
- Assist to ensure that all phases of support, installations, upgrades, software, hardware, operating systems, etc.
are coordinated, monitored, tracked, and resolved.
- Collaborate with all departments for continuous IT needs assessments as requested.
- Provide communications to staff members concerning relevant IT information regarding, projects, maintenance, support, or other IT initiatives.
- Troubleshoot network systems and respond to all technical issues.
- Work with other members of the IT Team and perform other duties as assigned.
**Qualifications**
**Education**:
- Associates degree or bachelor's degree in an IT or business-related field.
**Experience**:
- 1 to 2 years of related experience.
- English and Spanish - advanced preferred.
**Technical Skills**:
- Knowledge of remote support tools (TeamViewer, RDP, Logme-In, ShowmyPC, etc).
- Knowledge of computer imaging tools and concepts.
- Microsoft Office proficiency (Outlook, Excel, Word, PowerPoint), internet and database management)
**Soft Skills**:
- Excellent communication and customer service skills Flexible and able to adapt to changing situations as needed.
- Organized and detail orientated.
- Demonstrated ability to problem solve.
- Excellent interpersonal, verbal and written communication skills.
- Ability to multi-task and work in a fast-paced environment under tight deadlines.
- Experience in a fast-paced environment preferred
**Physical Requirements**:
- Sitting at a desk for 6-8 hours a day
- Working on a computer for 6-8 hours a day