The primary purpose of this position is technical assistance and support related to computer systems, hardware, or software. Responds to tickets, isolates problems, and determines and implements solutions all under the direction of the Director of IT. This position is on-site at our Lewisberry headquarters. ESSENTIAL FUNCTIONS Requires 3-5 years of relevant experience. Provide technical assistance and support for incoming tickets and issues related to computer systems, software, hardware, and mobile devices. Respond to tickets either in person, over the phone, via the ticketing system or via remote control session. Update knowledge base articles based on changing technologies. Maintain daily performance and health of computer systems. Ask relevant questions to quickly determine the nature of the problem. Walk user through problem-solving process. Install, modify, and repair computer hardware and software. Assist in documentation and cleanup of security threats. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), WiFi and other systems. Install computer peripherals for users, including setting up new devices. Follow up with users to ensure the issue has been resolved. Utilize help desk reporting to determine malfunctions that continue to occur, and suggest ways to permanently resolve those issues. Onboard and Offboard employees within various systems. Configure and deploy VOIP telephony (Teams). Configure and deploy Mobile devices through MDM (Intune). Manage users in Active Directory and Microsoft 365 environments. Assist users with Sharepoint, OneDrive, Teams, and other Microsoft 365 applications. SECONDARY FUNCTIONS Assists and provides support to other technology staff as requested including performing scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing internet and intranet user support and specialized training. Assists in planning, coordinating, and consulting with vendors and clients for hardware/software purchases, product services, and support. Provides e-mail documentation and updates knowledge base documentation as needed. Recommends and specifies the purchase of related products and services. Complies with all company safety policies and procedures. Performs other duties as assigned to meet business needs. CORE COMPETENCIES/VALUES Employees First Integrity Commitment Personal Responsibility ABILITIES AND PHYSICAL DEMANDS Must be able to lift at least 25 lbs. Must have knowledge of LAN/WAN, Internet, e-mail systems, telecommunications and data communications, standard operating systems, software packages, software utilities, proper records maintenance, and storage for local and distributed environments. Must have experience with LAN and WAN management and administration, including system configuration, setup, troubleshooting and user support. Must be able to travel for work assignments and work additional hours as required including weekends. EDUCATION AND OTHER REQUIREMENTS Associates degree or related experience and/or training; or equivalent combination of education and experience which demonstrates the ability to perform duties comparable to those herein. CERTIFICATIONS, LICENSES, AND REGISTRATIONS Must have valid state driver’s license. WORK ENVIRONMENT For the most part, ambient room temperatures, lighting, and traditional office equipment as found in a typical office environment. This position is required to on-site at our Lewisberry location. #J-18808-Ljbffr