IT Support Technician

SUMMARY:
The person in this position provides direct end-user support and ensures that all calls and trouble tickets are entered and managed in ticket-tracking software in a timely manner.

RESPONSIBILITIES:
•Install, configure, and maintain Windows corporate devices and peripherals; provide off-hours support, as necessary
•Keep customers informed on request status and progress
•Troubleshoot incidents, including but not limited to desktop, application, network, and telecom
•Identify recurring incidents and escalate as appropriate
•Prepare in advance for new releases and rollouts to anticipate customer inquiries
•Write technical training and usage documentation for user and/or team use
•Research questions and issues of open incidents
•Provide management information and recommendations for service improvements
•Submit new solutions of resolved incidents to knowledge database
•Assist with other projects and perform other duties as assigned

REQUIRED SKILLS AND/OR EXPERIENCE:
•At least two years of experience in a direct customer-support role
•At least one year of experience working in the IT industry, including responsibilities for supporting Windows workstations in a corporate network environment
•At least one year of experience performing user account management responsibilities within a Windows Active Directory–based network preferred
•Good problem analysis and troubleshooting skills
•Ability to work independently with minimal supervision
•Willingness to travel as needed

REQUIRED EDUCATION AND/OR CREDENTIALS:
•A+ and/or Network+ certification preferred
•Knowledge of ITIL processes preferred
•Knowledge of SMS/SCCM and Active Directory preferred
•Background in Dell PCs preferred

This position is employed by the specific entity set forth in the job posting.

Genesee & Wyoming Inc.

and its subsidiary companies do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other protected status under federal, state or local laws.

Information Technology