Job Description:
Description: Primary responsibilities are
installing, supporting, and maintaining Zoo Atlanta computer
systems. This includes installing, diagnosing, repairing,
maintaining and upgrading all Zoo Atlanta hardware and equipment
while ensuring optimal workstation performance. Provide end-user
assistance to help to solve user reported problems by
troubleshooting problems areas (in person, by telephone, or via work
order) in a timely fashion.
Responsibilities:
* Prompt response to customer support requests, providing
technical assistance and active engagement within the support
ticketing system.
* Support users on IT supplied systems and solutions including
but not limited to Microsoft Windows, Microsoft Office, Gateway
Galaxy, Adobe Creative Cloud, Blackbaud Raiser’s Edge, Financial Edge.
* Adheres to response guidelines and monitors ticket queues.
* Working knowledge of networking tools and concepts: LAN, WAN,
VPN, Routers, Switches, Firewalls, VLANs, 802.11 wireless, TCP/IP,
DNS
* Performs laptop/desktop installations and in-place upgrades in
accordance with corporate standards - responsible for documentation,
user training, and other general helpdesk functions.
* Install, Maintain, Repair printing systems including Standard
Network Multifunction Printers (MFP), Ticket (Boca) Membership
(Evolis), Point of Sales (Epson).
* Install, configure, and support Mitel VoIP phone handsets,
conference phones, etc.
* Responsible for moving computers when needed, maintaining
fixed asset records for new, retiring or moved computers,
maintaining equipment inventory, and performing hardware and
software audits.
* Assist with support and rollout of IT projects which may
include equipment upgrades, software upgrades, system upgrades,
systems hardening, cyber security and other projects as required.
* Perform post-resolution follow-ups to help requests. * Update
user information and applications assigned as staff changes require
using Active Directory