IT FIELD TECH ( Charleston /Aiken Area)

• Process provisioning/de-provisioning and transfer requests in a timely and complete manner, including Active Directory, email, network storage accounts and other system/software access and memberships
• Provisioning laptops, desktops, desk phones, tablets/cell phones for all new users
• Keep Laptop/Desktop image up to date with latest software versions
• Process urgent deactivation or reactivation security requests from Human Resource departments
• Modify accounts when required, including update of asset inventory, which will become the authoritative source for information related to a user (hardware and software)
• Documenting support-related processes and procedures (SOP)
• Work with end users to evaluate and solve technical problems using all tools provided, including remote access tools, VPN, and RMM solutions
• Provide knowledge- based article information to be documented when processes/fixes can be made available to end users, but also to other support teams who may be able to resolve the ticket first
• Primary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff, work directly with system engineer to diagnose higher level issues and future systems
• Help provide quarterly reports to review authorized access within an environment and take corrective action when necessary
• Manage ticket queue to meet SLAs and provide clear, concise notes on all tickets for all internal tickets, systems alerts from Systems Engineering team
• Analyze and determine the applicability of electronic data processing data, to draw conclusions and make appropriate recommendations
• Determine proper format for assembling items of information in accordance with established procedures
• Ability to adjust to changing situations to meet emergencies or changing program or production requirements

• Must have in-depth knowledge and hands-on experience (3-5 years) in user account management or IT in a fast-paced enterprise environment using the following technical tools: Active Directory Management Tool and or Office365 Administrative Center
• A+, NET+ certification is a plus
• Strong hands-on experience, extensive knowledge of Windows 10, hardware / software, and Microsoft Office 365 functionality
• Hands on experience and knowledge with IT service management ticketing systems
• Excellent customer skills are a must as well as strong aptitude to learn and adapt to new technologies
• Strong attention to detail
• Excellent verbal, interpersonal and written communication, and documentation skills
• Must be able to interact with customers professionally and diagnose problems to lead customers through the necessary steps to correct their issues
• Strong customer and team orientation with a focus on collaboration, an ability to work independently, and a high level of professionalism and quality
• High attention to detail with the ability to manage multiple priorities
• Ability to follow and give oral and written instructions in a precise, understandable manner
• Associates Degree or Bachelor’s Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience

• Post-secondary education in Computer Science, Information Technology, Information Systems, Business Administration, or equivalent job experience
• Minimum 3-4 years of experience working with IT leadership to complete projects
• A+ certification desirable
• Strong analytical skills

• Proven ability to maintain good working relationships with stakeholders including senior leaders
• Strong verbal and written communication skills
• Experience dealing with multiple priorities and deadlines / proven ability to meet hard deadlines

• As needed

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 55 pounds at times

Parker's