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IT Help Desk

WATCH Communications
Email

Position will provide basic troubleshooting for mechanical, hardware, software, and system failures using established procedures, including installations, repairs, and preventative maintenance on desktops, laptops, servers, networking devices, and related software.  Customer software varies so must like to learn new applications.

DUTIES & RESPONSIBILITIES

  • Experience in hardware and software support, including backup software configuration, experience with common data protection applications; anti-virus configuration, troubleshooting and resolution.
  • Supporting products such as Office 365, salesforce ,and local on prem services.
  • Mobile Device Management
  • Windows 11 and Mac OS management. 
  • Email Services such as IMAP and POP3.
  • Active Directory (user group and group management), DNS, DHCP.
  • Basic networking knowledge.
  • Critical thinking to help our clients with their end-user/endpoint-related IT incidents and requests. experience troubleshooting workstations, printer/scanner, mobile devices, line of business application, basic networks, and servers.
  • Monitor and Manage Ticketing System – Ensure timely response and resolution of user support tickets while maintaining service level agreements (SLAs).
  • Perform Remote Troubleshooting– Use remote access tools to diagnose and fix user issues efficiently.
  • Create and Maintain Knowledge Base Articles – Document common technical issues and solutions for internal and user reference.
  • Assist with Security Awareness Initiatives – Educate users on phishing, password policies, and general cybersecurity best practices.
  • Conduct Routine System Checks – Regularly monitor system performance and proactively identify potential technical problems.
  • Coordinate with Vendors – Liaise with third-party providers for warranty repairs, software support, or service escalations.
  • Support Onboarding & Offboarding– Ensure smooth IT setup for new employees and secure data access removal for departing employees.
  • Running and terminating data cables, running and connecting HDMI cables, and installing access points and configuring / adjusting wifi coverage.
  • Overtime hours may be required.

QUALIFICATIONS 

  • Excellent troubleshooting skills
  • Excellent communication skills
  • Excellent critical thinking skills
  • Batchelor’s degree in related field OR experience and certifications
  • VMWare is a plus