Job Purpose: Provides technical support for employees over the phone and onsite on applications and systems. Also, provides hardware support for workstations, laptops, printers, mobile devices, and other IT equipment, including, inventory, repair, deployment, maintenance, and disposal. Job Responsibilities: Essential Functions: The position operates under limited supervision with a great deal of independence in daily tasks. • Handle incoming phone calls, gather information, create tickets in ticketing system and escalate as necessary • Responds to system failures and works with support or vendor teams to minimize business impact. • Assists other IT and Help Desk support staff on a variety of equipment and software • Interacts closely with help desk and IT staff and assists with diagnoses as needed • Use remote systems management tools to gather hardware and software inventories, install new or updated software, to provide remote management of desktop systems for troubleshooting purposes, upgrades, and configuration changes • Maintains smooth operation of multi-user computer systems, including coordination with Network Engineers, Developers, Storage Engineers and DBA’s • Researches, tests, and implements new products • Support corporate applications Non-Essential Functions: • Able to execute tasks such as: • Installing, configuring, testing, and maintaining operating systems, application software and system management tools • DNS: Creating records in DNS servers for websites, email applications, and clients • Active Directory – Grant users file access, create security groups, provide server access, create and disable users. • Email: Utilize O365 creating email users, creating distribution groups, shared calendars, and troubleshoot. • SFTP: Creating accounts, resetting credentials, troubleshooting connection issues, training users. • Assist in generating inventory list of all on hand equipment • Provision new laptops for deployment Requirements: Required Education and Experience: • Working knowledge of Office365 • Knowledge of basic networking including wireless and wired • Basic knowledge of Windows and virus protection software • Ability to produce support documentation for products/systems • Knowledge Active Directory account administration Preferred Education and Experience: • Hands on experience, or related certifications Expected Competencies: • Strong verbal and written communication skills • Must be able to prioritize and take initiative • Demonstrate excellent service skills • Strong English communication skills, both written and verbal Work Environment: This job operates in an office environment. Working in an office environment requires a high degree of discipline and the ability to work with others in a moderately noisy open office environment with centrally controlled head/AC setting. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Position Type/Expected Hours of Work: This is a part-time position. Days and hours of work are Monday through Friday, and hours as needed and agreed upon in advance. Occasional evening and weekend work may be expected in case of job related emergencies or client needs. Travel: This position will not require travel. EEO Statement Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.