Brookline Furniture in Archdale, NC is looking for our first dedicated in-house IT Help Desk Tech to handle all things technology in our office and factory. Hiring immediately, we are set to launch the implementation of a brand new ERP system called Cruze and aim to have our IT Help Desk guy or gal in place before that process begins. Recently our email was migrated to the Cloud with our phone system following this weekend. Lots of exciting changes and projects underway! Reporting to the Network System Administrator at our sister company in Newton-Conover, Brookline’s IT Help Desk will resolve onsite Level 1 and Level 2 service requests. If you are proactive, prefer lots of autonomy in your work, and have excellent IT problem-solving skills, you have the makings of a Brookline IT Help Desk Technician.

PRIMARY RESPONSIBILITIES

• Fields incoming problem requests from end users via both telephone and e-mail in a professional manner.
• Builds rapport and elicits problem details from the client community.
• Prioritizes and schedules problem resolution. Escalates problems when necessary to the appropriate IT associate.
• Documents the support request/problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Applies logical, progressive, troubleshooting methodology to resolve identified problems.
• Performs Microsoft Windows domain system administration set up functions. (i.e., user creation, printer assignment).
• Performs hands-on support, training, and guidance at the desktop location as required.
• Performs post-resolution follow-ups to client community problem requests.
• Monitor/manage data center systems relative to error tracking, resource utilization, data backup and recovery, firewall and router configuration, and update management.
• Performs work, (remote and/or onsite) on evenings and weekends as required.
• Procures, configures, installs, and supports multiple hardware and software solutions.
• All other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

• MS Windows Domain administration, advanced VMWare support.
• Experience with Barracuda Web and SPAM Filters.
• Knowledge of MS Servers, 2008, 2012, 2016 and 2019.
• Prior support and configuration of Cisco switches
• Microsoft Windows Desktop operating systems.
• PC/Mac support including troubleshooting and repair.
• Basic knowledge of the Unix operating system command line environment.
• Experience with the Cisco phone system and support a plus.
• Proficient ability to communicate effectively with others.
• Exceptional interpersonal skills, with a focus on rapport-building and customer service.
• Ability to present ideas from an end-user perspective.
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.

MINUMUM REQUIREMENTS

• Associate degree or equivalent in related field.
• 2 years of work experience in IT Support