Information Systems Support Engineer at Fort Knox Group

Responsibilities

• Provide epic-level support to end users on a variety of IT desktop and IT operational-related issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, emails, and requests for technical support.
• Document, track, and monitor problems to ensure a timely resolution.
• Work with applicable ticketing or work tracking systems (Incident Management Systems.
• Manage ticket requests and follow up with users.
• Receives and works escalated issues from other desktop staff and/or the manager.
• Install and maintain Windows and Mac operating systems (OS).
• Troubleshoot various types of PC, laptop, or tablet hardware and software.
• Inventory tracking when receiving and shipping hardware onsite.
• On-call support for when vendors need on-location access.
• On-call support for issues that arise outside normal business hours

Educational Qualifications, Functional Skills & Experience

• Bachelor degree in Computer Engineering/Computer Science/Electrical Engineering/Information Systems or equivalent combination of education and related experience.
• Strong Application system skills, including productivity applications, & very good knowledge of IP Network.
• Excellent business communication skills both verbal and written
• 2 - 3 years directly related work experience in a technical helpdesk position supporting Windows 7, 8 & 10, Microsoft Office tools or open-source alternatives, and business applications in a business environment.
• Experience providing superior customer service and support.
• Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
• Proven knowledge and understanding of TCP/IP, SMTP, SNMP, VPNs, and security methodologies.
• Thorough knowledge of voice and data communications techniques and technologies.