Job Title

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#J-18808-Ljbffr