R.E. Michel Company - Glen Burnie, MD
posted 5 months ago
The IT Support Tech - Tier I position at R.E. Michel Company, LLC is designed for individuals who are eager to provide first-level technical support to end users. Under the direct supervision of the Support Center Supervisor, the role involves assisting users who seek technical help through various channels including phone, email, and in-person interactions. The primary focus is on monitoring, troubleshooting, and responding promptly to user requests, ensuring that all issues are addressed efficiently and effectively. In this role, you will be responsible for creating, modifying, and troubleshooting end-user accounts and profiles. You will maintain logs of events and problems along with their resolutions through a ticketing system, ensuring that all interactions are documented for future reference. Additionally, you will follow up with end users to keep them informed about the status of their requests and any necessary information regarding their issues. The position also requires resolving technical problems related to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. You will be involved in the initial setup of Thin Clients, including configurations for VNC, Teemtalk, printers, and security measures. Understanding the processes for creating, deleting, and managing email accounts, including retention periods and quotas, is essential. You will also be responsible for shipping out PCs, thin clients, printers, and CC pads for new or relocating locations. Unresolved issues will need to be escalated to the next level of support, along with any pertinent information that may assist in their resolution. Editing and revising self-help and training documents may also be part of your duties, along with other tasks as assigned.