GENERAL DUTIES & RESPONSIBILITIES:
* Methods, materials, tools and equipment used in troubleshooting the
computing environment.
* Principles and practices of training program development and
presentation.
* Principles and practices of PC & Mac operation, maintenance and
repair.
* Principles and techniques used in interacting with troubleshooting
skills for PC & Mac users
* Principles and practices of information systems as applied to a large
and diversified public organization.
* Perform Software Installation, diagnostics, and repair.
* Network Analysis and Troubleshooting.
* Principles and practices of ITIL standards.
* Work cooperatively with users to provide basic direction and
instruction with computer applications and systems.
* Maintain confidential data and information.
* Analyze problems; identify alternative solutions, project consequences
of proposed actions.
* Communicate clearly and concisely, both orally and in writing.
* Analyze situations carefully and adopt effective courses of action.
* Operate and maintain Apple iOS and OSx hardware.
* Operate Windows based PC hardware and software.
* Exercise good judgment, flexibility, creativity, and sensitivity in
response to changing situations and needs.
* Using SNOW to track, manage and resolve technical issues and
service requests
* Using Jira to track, plan and manage tasks/projects
* Perform highly skilled and complex PC maintenance, repair, analysis
and testing.
* Ensure compliance with and follow standard practices and
procedures common to computer networking and information systems
work.
* Establish, maintain, and foster positive and harmonious working
relationships with those contacted in the course of work.
* Experience or Adaptability collaborating with end users in warehouse
production environment and corporate office setting.
* Mentor and support Analyst I staff
* Help train and knowledge share with others
* Actively contributes to system-related projects and may lead small
initiatives
* Handle escalated support requests from Level 1 analysts
* Contribute to IT knowledge base articles and internal documentation
EDUCATIONAL REQUIREMENTS:
* Associate’s degree in information technology or related field or equivalent combination of education and experience.
* Comptia A+ certified or equivalent certification.
* Comptia Net+ certified or equivalent certification.
Knowledge Skills and ABILITIES:
* Excellent verbal and written communication skills
* Experience with handheld scanners, label printers, and other
ruggedized equipment a plus.
* Experience in troubleshooting model issues
* Strong knowledge of Macintosh OS, Windows OS and MS Office
products
* Strong troubleshooting skills
* Ability to stay calm in stressful situations, especially when dealing
with demanding customers and/or upper management
* Ability to handle multiple competing priorities
* Ability to work with minimal supervision
* Ability to use discretion and confidentiality with access to sensitive
data
* Ability to lift computer equipment, including monitors and printers,
which may weigh up to 60 lbs.
* Experience troubleshooting and resolving WAN/LAN print related
issues
* A strong dedication to quality customer service.
* Good analytical skills, attention to detail, consistent follow-through to
assure problems are resolved and ability to respond to last minute
requests.
* Responsible for all aspects of end-user PC provisioning including
setup of hardware, software and peripherals.
* Diagnoses and resolves end-user network, VPN, WI-FI and local-area
network access problems.
* Assists in creating documentation for self-service end-user support
knowledge base.
* Helps install local area network cabling systems and equipment such
as network interface cards, and switches.
* Assist in educating users on company IT related practices and
policies.
* Experience with handheld scanners, label printers, and other
ruggedized equipment a plus
* C-Lever or Executive staff is a plus.
* Ability to work out of any of the Fanatics offices as and when required
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