SUMMARY: Frontiers is a Christian, faith-based non-profit partnering with churches to send workers overseas. This is an onsite position with 1 day a week optionally remote. This position will be responsible for providing Tier I support for customers by responding to incoming tickets, calls or walk-ins, analyzing, diagnosing, and resolving software and hardware issues associated with desktop/laptop computers and mobile computing devices (laptops, printers, smart phones, tablets, wireless devices, etc..)
Create/Update/Close support tickets based on customer input, work performed, or completion. Escalate if needed.
Provide technical assistance with routine needs such as general computer use, password resets, printing, use of Microsoft Outlook/Word/Excel/Powerpoint, file backup, and conference room use.
Monitor Antivirus and Encryption systems to ensure device compliance.
Troubleshoot network connectivity including Ethernet and WIFI for all devices that connect to the network onsite and remote.
Will be expected to work with Windows OS, Apple OS, Apple iOS and Android OS devices.
Configure and deploy new hardware devices for employees.
Remotely access hardware or software for internal customers to provide technical support, troubleshoot and resolve issues.
Will be expected to update/add/close users accounts into Office 365 Administration Portal and Active directory.
Perform hardware device repairs or/and when necessary, coordinate with vendors for repairs.
Participate in after hours on call and maintenance rotation.
Collaborate with Helpdesk team to resolve tickets quickly and completely for all customers.
Setup and support Audio/Video needs for conference and meetings rooms for presentations.
Hands on technical support experience for building computers, setting up audio visual equipment, and adding devices to a network.
Hands on technical skills experience with Windows 10 OS, Apple MacOS, Apple iOS and Android OS devices.
Hands-on experience of Office 365 Portal and Active Directory: Adding/removing users from groups and enabling/disabling accounts.
Able to troubleshoot Outlook issues, Web browser issues, and anti-virus issues for customers.
Basic knowledge of TCP/IP, DHCP, and DNS configuration.
Basic network troubleshooting skills and working knowledge of network device connectivity.
Basic understanding of LAN and WAN concepts.
Understand network printing and print server setup and configuration.
Able to participate in after-hours rotation nights/weekend.
Have strong communication skills such as listening, writing, and/or asking accurate troubleshooting questions.
Have problem solving/Analysis skills.
Be able to multi-task tickets and projects.
Strong detail-oriented and organization skills.
Willingness to collaborate with others.
Strong interpersonal skills.
High school diploma or GED.
Currently in or near final semester of a two-year technical degree or minimum of second year of four-year technical degree is preferred.
Personal relationship with Jesus Christ.
Frontiers values the importance of life and work balance and offers flextime options. This job posting is a summary of the position. A full description will be provided during the recruiting process.
To apply, send a cover letter and resume. No phone calls please. Because of the number of emails received, you may not receive an individual response.