Job Description

Description

Support and maintain in-house and remote laptops and peripherals.

Job Responsibilities:

· Responds to IT helpdesk requests to ensure a timely and professional response and resolution. 

· Troubleshooting an employee’s hardware and software problems in a timely manner.

· Assist and instruct end users in software usage and computer-related work issues.

· Evaluates “off the shelf” user’s hardware/software for compatibility with existing systems and/or planned systems with minimal supervision and report findings.

· Oversees the inventory of supplies and equipment necessary to maintain effective systems operations. 

· Maintains continuity of systems operation and processing; resolves common equipment, programs, and control issues. 

· Familiar with network cabling standards and ability to run and terminate network cables as required.

· Aids in the design and implementation of the security and access control systems for all network computer operation and systems data.

· Ability to read and digest large volumes of technical publications monthly and maintain a high degree of proficiency in new and constantly changing areas.

· Enforces computer standards to assure systems are maintained in accordance with Johnson & Johnson’s policies and procedures. 

· Key member of the J&J Disaster Recovery Plan as assigned, ready to perform tasks to ensure business continuity during a disaster event.

· Expected to meet the departments established KPI’s for answering calls, meeting service standards (SLA’s) for requests to our Helpdesk, and meeting education requirements annually.

· Performs all other duties as assigned.

Education and Work Experience:

· 3 years’ experience, prefer a Bachelor’s Degree and 2 Certified Courses from Microsoft 

· Must complete Insurance Essential within 6 months of employment 

Knowledge Skills & Abilities:

· Self-Motivated 

· Great time management skills

· Excellent analytical, troubleshooting, and problem-solving abilities

· Able to prioritize and execute tasks in a high-pressure environment

· Work as part of a team and independently

· The ability to interact with all levels within the organization

· Excellent written and verbal communication skills working with peers, vendors, and end-users in resolving and troubleshooting issues

· Extensive knowledge of Microsoft software

· Extensive knowledge of computer components and peripherals 

· Knowledge of the inner workings of network protocols 

· Experience with Windows 10, Office 2016, Office 365, FTP, Cell Phones & Broadband Technology, VoIP and other technologies

· Working knowledge of Active Directory login process, joining computers to a domain, resetting user passwords

· Working knowledge of desktop imaging software solutions 

Typical Physical Demands:

· Requires the ability to sit or stand for long periods of time, occasional stooping, and reaching; May require lifting-up to 50+ pounds; requires normal range of vision and hearing with or without accommodations.

· Must have valid driver’s license 

· Must be able to travel to remote offices for support and special projects throughout the year 

· Scheduled weekend and after-hours work as needed

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