Help Desk Associate (Richmond)

JOB SUMMARY

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Responsible for overseeing and maintaining a reliable information systems infrastructure, emphasizing security and recoverability. Oversees the deployment and maintenance of IT infrastructure and applications and supports the technology in the Gumenick extended footprint.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Acts primarily as company’s tier 1 support for all end-user hardware/software problem reporting and acts to resolve issues including but not limited to hardware, software, VoIP equipment, low voltage (cameras/door access) needs, etc. to include answering service desk tickets/phone calls of end-user problem reports for above.
2. Sets up, configures, and ensures user needs are met for new computer hardware that arrives. Work with users to ensure that all required software & data is properly transferred/installed to the latest equipment.
3. Implements security, confidentiality, and compliance programs as necessary and across the company in line with company needs/requirements per IT/Company policy.
4. Performs special projects and related duties as necessary, ensuring functionality and reliability once completed.
5. Oversees the deployment and maintenance of IT infrastructure and applications, including tier 1 support of Windows patching/AV definitions updates.
6. Monitors and maintains the company hardware and software, focusing on accuracy, best practices, security, and recoverability.
7. Troubleshoots and resolves hardware, software, and/or possible network systems issues.
8. Develops and maintains technical documentation and procedures for all systems.
9. Develops, participates in, and/or actively teaches company Associates new tools being driven by IT or other IT-related areas as needed
10. Performs routine maintenance tasks, such as backups, updates, and patches.
11. Monitors and proactively acts on help-desk-related requests and serves as the tier 1 support for a variety of laptop/desktop, A/V, low-voltage, access control, and security camera support
12. Participates in disaster recovery and business continuity planning and takes proactive measures to ensure the safety and security of company network/hardware/systems per IT/Company Policy. xrczosw
13. Stays up-to-date with new technologies and industry trends.

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