Works independently under general direction of Quarterhill Director of IT and direct supervision of ETC Information Technology Lead; is highly organized; is able to communicate regularly on project and task progress; responsible for resolving issues in a timely manner; must possess excellent communication skills both written and verbal. Candidates must have strong work ethic and possess the ability to work with minimal supervision.

Essential Functions:

The candidate will administer help desk support to users at all levels onsite. Tasks will include, but are not limited to:

• Provide technical assistance and support for all incoming queries and issues related to computer systems, software, (IVR) and hardware.
• Image new workstations as needed.
• Install, test and configure new workstations, peripheral equipment and software.
• Respond to email messages and ticketing system for customers seeking assistance.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Run diagnostic programs to resolve problems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Take ownership to monitor and respond quickly and effectively to requests received through the IT helpdesk and Central Support for escalations.
• Modify configurations, utilities, software default settings, etc. for the local workstation.
• Maintain inventory of all equipment, software.
• Report on compliance of software licenses and patch levels.
• Respond to virus and malware remediation.
• Administer user accounts in Active Directory, 3rd party applications as well as internal applications.
• Identify and recommend solutions to reoccurring issues or needs.