IT Field Systems Technician I

<p><strong>ESSENTIAL JOB RESPONSIBILITIES: include but are not limited to:</strong><br>• &nbsp; &nbsp;Supports and demonstrates IMA’s core values.<br>• &nbsp; &nbsp;Values and understands the importance of diversity, equity, and inclusion among all IMA associates.<br>• &nbsp; &nbsp;Test, diagnose and resolve end user desktop/hardware, operating system, and application problems. This includes identifying and resolving desktop application interdependencies and/or conflicts.<br>• &nbsp; &nbsp;Setup and maintain user accounts, maintaining computer and hardware inventory, providing meeting room A/V support.<br>• &nbsp; &nbsp;Act as the single point of contact for end customer issue resolution throughout the lifecycle of an incident. Escalate an incident to IT subject matter experts and track resolution to required service level.<br>• &nbsp; &nbsp;Configure and deploy end user hardware, including laptops, desktops, telephones, and mobile devices.<br>• &nbsp; &nbsp;Support the use and functionality of Microsoft Office 365 applications.<br>• &nbsp; &nbsp;Manage end user support requests as assigned in the Help Desk ticketing system.<br>• &nbsp; &nbsp;Serve as an escalation point for the IT Helpdesk.<br>• &nbsp; &nbsp;Assist with support readiness on Technology projects.<br>• &nbsp; &nbsp;Acquire and develop Subject Matter Expertise in Microsoft Office, workstations, audio/visual technologies, printing and other technologies, as directed by IT Leadership</p> <p><strong>REQUIRED EXPERIENCE AND SKILLS: include but are not limited to:</strong></p> <ul> <li>2–3 years of hands-on experience operating within an ITIL-aligned IT service management</li> <li>Excellent oral, presentation, analytical and written communication skills</li> <li>Exceptional focus on customer service</li> <li>Ability to work as a member of a highly collaborative</li> <li>Some travel is required&nbsp;</li> <li>Associate degree preferred</li> <li>4-5 years’ equivalent work experience in computer technology-related fields, required</li> <li>CompTIA A+ Certification or demonstrated equivalent work experience or certification required.</li> <li>CompTIA Network+ Certification or demonstrated equivalent work experience or certification preferred.</li> <li>4-5 years’ current Microsoft desktop operating system, mail client and applications experience, required.</li> <li>4-5 years’ experience and demonstrated success in a service desk, or help desk, environment, required.</li> <li>4-5 years’ user account creation and administration experience required.</li> <li>4-5 years’ experience working in service desk roles, required</li> </ul>