BlueGrace Logistics

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Job Locations US-FL-Riverview
This role is on-site and responsible for supporting the organization’s computer systems, hardware and software and helping end users with technical issues submitted through the help desk.   Duties and responsibilities: - Installs, configures, upgrades, and troubleshoots problems related to hardware, software, phones, and other equipment (e.g., printers) and systems. - Responds to IT help desk requests submitted by employees with technical issues. - Troubleshoots Level 1 problems related to any aspect of network/telecommunications systems and PC’s. - Diagnoses, tracks, resolves, and documents problems and resolutions. - Serves as initial point-of-contact with vendors to solve problems. - Creates new email accounts, distribution lists, and troubleshoots general Outlook issues and requests (e.g., password resets, forwarding, shared mailboxes).  - Assists with AD management of users and devices, and software licensing. - Onboards new employees, issues equipment, and assists with workstation set-ups. Provisions system access and sets permission for employees based on department and position. - Supports end user training related to spam filtering. - Offboards employees; retrieves equipment, removes licenses and access from IT systems and business applications upon separation. - Provides device support: troubleshooting, warranties, and occasional minor physical repair or upgrade work. Orders user equipment and maintains equipment inventory database to ensure accuracy. - Uses internal and external knowledge bases and resources to research issues independently, escalate issues outside the technician’s level of knowledge and experience (including most server and networking issues, as appropriate) - Advises, trains, and assists users on how best to utilize systems. Qualifications: - Associate degree in a related area with 2-4 years of experience; or equivalent combination of education and experience preferred. - Knowledge of Windows 10/11 systems, Microsoft 365, email, and printers. - Knowledge of enterprise IT support preferred. Using any case management / support ticketing and knowledge-based systems. - Ability to provide quality customer service and teamwork while managing multiple tasks and projects under competing deadlines. - Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience. - Strong senses of discretion, urgency and confidentiality. - May be required to assist in the evening and/or weekends and travel occasionally.
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