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IT Support Agent (4305-contactus)

Information Technology | Athens, OH | Full Time, Contract, and Temporary

Job Description

IT Support Agent

Work Location:Athens OH

Job Summary/Description 

The IT Support Agent is responsible for tier 1 support and basic customer issues. While providing the highest level of customer service, the IT Support Agent gathers as much information about the problem, collects and records information in a ticket tracking system, and uses established procedures and documentation to resolve the most common issues in a timely fashion. Performs basic troubleshooting for IT services and escalates complex issues to the appropriate specialist team. The Field Support Manger will closely monitor and supervise all work.

Job Duties/Responsibilities/Functions(including but not limited to)

  • May supervise or oversee the work of student employees.

  • Provides customer service to internal and external customers. Responds to routine inquiries, directing more complex inquiries to appropriate individuals.

  • Provides first contact for technical computing support and related services to customers. Includes computer software, hardware, and operating systems.

  • Basic understanding of Windows OS’s and Mac OS’s

  • Runs diagnostics, installs operating systems and generic device drivers.

  • Basic understanding of multimedia equipment

  • Troubleshoots and resolves operational and technical issues utilizing standard procedures.

  • Sets up, maintains, upgrades, and repairs multimedia equipment or systems.

  • Maintains computer systems and labs.

  • Assembles and tests computers and peripheral equipment, including options such as interface cards and disk drivers.

  • Drafts documentation for desktop/helpdesk end user.

  • Install peripheral support devices like printers and phones

  • Check network connective with Ohio University’s network

  • Trains faculty and staff on multimedia equipment.

  • Solve modern classroom problems

  • Image and set-up new and repurposed computers

  • Performs memory upgrades and hard drive replacements.

  • Performs other duties as assigned. 

Minimum Qualifications

Knowledge of basic or commonly used procedures and/or equipment typically obtained by a high school degree or GED or equivalent and no minimum general work experience. An equivalent combination of education, training, and experience is acceptable.  Specific knowledge, certifications, and licensure will apply at the position level.

  • Working knowledge of current Microsoft Windows and Apple operating systems

  • Familiarity with computer network configuration and troubleshooting

  • Working knowledge of multimedia and streaming video technology equipment, including setup, maintenance, and troubleshooting

  • Ability to prioritize work based on pre-defined criteria and independent professional judgement

  • Ability to follow established practices and procedures during the course of carrying out assigned job duties

  • Ability to understand customer needs, effectively communicate with a variety of technical and non-technical audiences and provide appropriate solutions.

  • Ability to work in a demanding environment and diffuse high stress situations.

  • Willing and able to lift objects up to 40lbs and work from a ladder at heights above 20’

Strongly prefer someone with the following qualifications:

  • Strong written & verbal communication skills

  • Attention to detail

  • Working knowledge of Microsoft SCCM

  • Prefers working in a high energy, fast paced, team focused work environment

About InGenesis

InGenesis is dedicated to placing people in positions that preserve life, improve lives and inspire others. This does not happen without passionate people, skilled colleagues who are motivated to create innovative solutions and deliver superior service to our clients. Founded in 1998, InGenesis manages thousands of employees, including pioneering healthcare, science, technology and pharma professionals.  The workforce solutions company includes almost half of the Fortune 500 in its nearly 300 clients.  It is recognized as one of the largest healthcare staffing firms, and InGenesis is the largest minority/women owned healthcare staffing firm in North America.   

EEOC Statement

We support a diverse workforce and is an Equal Opportunity Employer who does not discriminate against employees and applicants for employment on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, genetic information, disability, veteran status, or other classification protected by law.