Job description

TITLE: IT Senior Associate
LOCATION: Lebanon, NH (semi-remote)

COMPANY
Global Rescue is the world’s leading membership organization providing integrated travel risk management services, including medical, security, intelligence and crisis response services to consumers, enterprises and governments. Founded in 2004 Global Rescue’s unique operational model provides best-in-class services that identify, monitor, and respond to threats and emergencies. For more information, please see www.globalrescue.com.

RESPONSIBILITIES

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Onboard and offboard users. (Build the AD account, Setup the hardware / software for the laptop.
• Provide user laptop and peripherals, Walkthrough users about the IT process, offboard exiting users from the domain and retrieve issued devices).
• Perform on-site analysis, diagnosis, and resolution of end user reported issues, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test and troubleshoot end user devices, peripheral devices, monitors, VoIP phones, printing/scanning devices, presentation equipment, software, and other products.
• Receive and respond to incoming calls, pages, and/or tickets regarding end user reported issues.
• Respond to email messages for customers seeking help.
• Document issues resolution via the ITHD ticketing system.
• Install, modify, and repair computer hardware and software.
• Resolve technical problems with Local Area Networks (LAN), printers, network connections, WIFI AP.
• Handle Tier 1 help desk escalations through tickets or phone.
• Follow up on outstanding requests and ensure timely resolution
• Support audio and video equipment in conference rooms
• Inventory Management. Keep track of all IT assets. Manage and monitor internal assets to ensure accurate inventory records
• If necessary, liaise with third-party support and PC equipment vendors.
• If necessary, work with IT infrastructure team as a smart/remote hand for the US office and the data center for outage events and maintenance requirements.
• Write training manuals and guides for end users.
• Knowledge in VoIP systems and VPN is a plus.
• Available on-call off- working hours or emergency situation.
• Willingness to support global (multi-site) environments.

QUALIFICATIONS

• Windows 10, 7, Mac OS, Office 365, MS Office
• Active Directory maintenance and Exchange Server.
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Client PC connectivity - ethernet, TCP/IP and VPN
• Proven experience as a help desk technician or other customer support role
• Strong customer service and troubleshooting skills
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Work as a smart hand for data center / on-site server facility
• Excellent communication skills
• Customer-oriented and cool-tempered
• Other duties may be added and/or assigned as needed

Compensation: Salary based on experience + bonus + benefits

Job Type: Full-time

seankuhnke.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, seankuhnke.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, seankuhnke.com is the ideal place to find your next job.