The position will be responsible for providing technical assistance, support to end users for hardware, software and systems, and coordination for ongoing technology projects and project planning. The individual in this position will be supported by the IP Pathways engineering team and will participate in IP Pathways training and other company activities. As a consultant, this position must also provide a high-level of professionalism, confidentiality, and must possess excellent soft skills in addition to technical skills. We are willing to train the right candidate in all aspects of our product set.

Common Responsibilities

• Always work to maintain a high-level of customer satisfaction
• Always strive for continual improvement in everything we do

Main Job Responsibilities

• Act as Tier 1 support to diagnose and resolve software and hardware issues, including desktop operating systems, across a range of software applications in a courteous and cooperative manner.
• Troubleshoot and resolve desktop computer networking and active directory user account related issues.
• Update business systems for new-user onboarding and user offboarding
• Install and configure new IT equipment including end user computers per customer’s requirements.
• Maintain inventory of IT related assets.
• Resolve issues and maintain hardware and software for printers, scanners, telephones and other network peripherals in an efficient manner.
• Create and maintain technical documentation and procedures for desktop computer hardware and software.
• Maintain excellent verbal and written communication skills including the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Perform telephone support to staff in the use of required technology related tools.
• Assist management to assure all team members follow proper ticket handling procedures, customer service, and appropriate billing
• Take business requirements and translate to technology requirements.
• Attend IT and Business planning meetings with customer, as needed.
• Vendor Management for projects that require 3rd party vendors.
• Take ownership of issues implementing appropriate fixes to restore service as soon as possible while escalating incidents when necessary.
• Complete assignments efficiently and accurately.
• Review processes and provide recommendations for more efficient use of available technologies.
• Performing other duties, as necessary, that is not specifically stated.

Skills and Personal Characteristics

• Desktop/Laptop computer hardware configuration and break-fix
• Proficient with computer software including Microsoft Office applications
• Responsible and reliable (includes attendance)
• Able to adapt to changing priorities in a fast-paced environment
• Comfort in communicating with all levels of a business
• Interest in business operations
• Highly organized
• Ability to learn new skills in order to be successful in taking on new challenges
• Initiative to complete tasks efficiently as part of a team or independently
• Customer service and teamwork focus

Minimum Requirements

• AAS in Information Technology or related field (may substitute 2 years computer experience)
• Looking for a bright, intelligent, verbally articulate, technical resource that is professional in appearance.
• Minimum of three-year business experience working with computer systems in an office environment
• Ability to work a minimum of five days per week as designated customer support contact Monday through Friday 8a-5p
• Clean driving record
• Open to alternate work schedules and occasional after-hours, off-shift work to meet customer needs
• Excellent written and verbal communication skills.
• Excellent ability to multitask and maintain high-levels of quality
• Must be able to work as a valued member in a customer environment