Information Technology Help Desk Support

This is a 1-2 year contract that REQUIRES 5 days a week on-site in Reno.

Position Function: The IT Support Technician I reports directly to the Sr Manager, IT Operations and Compliance.

This position will be responsible for initial ticket triage and may also contribute to installation, configuration, operations, and maintenance of PC-based systems and business hardware, software, and applications.

The IT Support Technician I will be expected to analyze performance problems and recommend solutions to enhance functionality, reliability, and/or usability.

This position may also contribute to or support various IT projects under the direction of the project manager/leader.

The IT Support Technician I will require the ability to respond to issues quickly and to work scheduled times around the company’s timetable.

The candidate will need to display not only a solid ability to predict and prevent issues, but also a strong sense of urgency when issues do arise.

This position will be required to work an on-call rotation schedule where the candidate will be required to be available outside of core business hours to answer Service Desk calls and resolve end user issues remotely when possible.

Specific Responsibilities Perform initial ticket triage and resolve Level I tickets pertaining to User Administration and basic Microsoft Office issues Provide users with PC, printer, and network support by responding to their needs and questions concerning their computing environment (users located at multiple locations) Install, upgrade, and configure desktop PC hardware and software (Microsoft Operating System Windows 7/10 and Office 2016/365) Install, upgrade, and configure network and local printers Perform network troubleshooting to identify and resolve end-user problems § Utilize Active Directory for account creation and administration Develop, document, and maintain system documentation Must adhere to IT Department processes and procedures under minimal supervision Demonstrate solid written and verbal communications skills Participate on project teams with the implementation of new/upgrade designs and solutions under the direction of a Project Manager Provide user orientation on hardware, software, and network operations Recommend changes and improvements to existing standards Maintain security standards and processes Adhere to all compliance requirements including Sarbanes Oxley controls and health and safety requirements Qualifications Experience and Education High School Diploma or equivalent required; Minimum of 1-4 years of Service Desk or technical support experience; College degree not required but is a plus ITIL V3 Foundation knowledge not required but is a plus Other Qualifications Acts under general guidance to determine methods and procedures on new assignments.

Must exercise independent judgment within broadly defined procedures and policies for routine work Must be available to work evenings and weekends Support Technician team will be part of an on-call support rotation Must follow IT Service Management process standards Must have ability to lift/move computer equipment up to 70lbs Organization – strong organizational skills – must be strong in task planning, coordination of changes, tracking required maintenance, and responding to production issues effectively Communication – verbal & written – documentation of all user based systems must be clear, concise, and accurate Cooperation – foster positive working relationships by maintaining an environment of professionalism and open communication Possess a broad range of skills and subject matter expertise in the following areas: desktop, telecom, internet, VPN, WAN, virtualization Computer – knowledge of computer concepts, design, and implementation; proficient in Microsoft Office, Visio, Project, and other related tools