iLocatum

Morgantown, WV

IT Support

Our valued client is seeking a skilled Technical Support Specialist to provide vital assistance to employees at multiple locations, ensuring efficient desktop operations and prompt resolution of issues. This full-time position is based in Morgantown, WV, with occasional travel to office sites in the tri-state region.

Primary Responsibilities:

  • Technical Issue Resolution: Identify and resolve a variety of desktop-related IT problems, encompassing hardware, software, network, and application issues raised by users.
  • Maintenance & Enhancement: Regularly perform updates and maintenance on desktop systems to improve performance and ensure compliance with security standards.
  • Onboarding Assistance: Support the setup and configuration of new workstations and accounts for incoming employees, enabling them to start efficiently.
  • Multi-Channel Assistance: Offer clear and professional support via multiple channels, including phone, virtual meetings, email, and face-to-face interactions.
  • Collaboration with IT Team: Partner with other members of the IT team on large-scale projects such as system upgrades or migrations, contributing to smooth transitions.
  • Accurate Documentation & Record-Keeping: Maintain concise and well-organized documentation of support interactions to streamline future assistance.
  • Escalation & Research: Escalate complex issues when necessary and stay updated on emerging technologies and industry standards.
  • After-Hours & On-Call Support: Participate in on-call rotations and provide support outside regular hours to ensure consistent service availability.
  • Coordination with Vendors: Collaborate with external vendors and service providers to address specialized support needs and perform repairs.
  • Audiovisual Configuration: Configure and troubleshoot AV equipment in conference rooms to facilitate effective presentations and meetings.
  • Commitment to Customer Service: Maintain a professional and positive demeanor, delivering exceptional customer support.
  • Security & Compliance Adherence: Adhere to all company IT security protocols and policies to maintain system and data integrity.

Desired Qualifications:

  • Educational Background: Preferred bachelor's degree in computer science or a related field; relevant experience will also be considered.
  • Experience: At least 2 years of experience in a technical support or help desk role.
  • Technical Proficiency: Strong skills with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams) and remote desktop support tools like TeamViewer, Remote Desktop, or FreshDesk.
  • Account Management: Familiarity with Active Directory for managing user permissions and accounts.
  • Fundamental IT Knowledge: Basic understanding of databases (e.g., SQL), servers (Windows Server, Linux), and networking (IP addressing, DHCP, DNS).
  • Hardware & Software Expertise: Solid understanding of computer hardware, software, and network fundamentals.
  • Problem-Solving Skills: Excellent analytical and troubleshooting abilities.
  • Communication: Strong interpersonal and communication skills, both written and verbal.
  • Independent & Collaborative: Ability to work independently and contribute as a reliable team member.
  • Flexibility: Willingness to work extended hours during critical phases, with the ability to handle light physical tasks, including lifting up to 25 pounds.
  • Mobility: Availability to travel to other office locations as needed, with an estimated travel rate of approximately 5%.

Our client eagerly anticipates the arrival of an IT Technician with exceptional troubleshooting skills, a collaborative mindset, and a strong dedication to providing quality support and customer service. If you are seeking an opportunity to make a difference, this role could be perfect for you!

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