IT Field System Technician

ESSENTIAL JOB RESPONSIBILITIES: include but are not limited to:

• Supports and demonstrates IMA's core values.
• Values and understands the importance of diversity, equity, and inclusion among all IMA associates.
• Test, diagnose and resolve end user desktop/hardware, operating system, and application problems. This includes identifying and resolving desktop application interdependencies and/or conflicts.
• Setup and maintain user accounts, maintaining computer and hardware inventory, providing meeting room A/V support.
• Act as the single point of contact for end customer issue resolution throughout the lifecycle of an incident. Engage IT subject matter experts and track Incident resolution to required service level.
• Configure and deploy end user hardware, including laptops, desktops, telephones, and mobile devices.
• Support the use and functionality of Microsoft Office 365 applications.
• Manage end user support requests as assigned in the Help Desk ticketing system.
• Acquire and develop Subject Matter Expertise in Intune, end point protection, line of business applications and other technologies, as directed by IT Leadership
• Serve as an escalation point for the Help Desk as a Subject Matter Expert.
• Provide training for junior IT Associates.
• Assist with support readiness on Technology projects.

REQUIRED EXPERIENCE AND SKILLS: include but are not limited to:

• Bachelor's degree preferred or,
• 5-7 years equivalent work experience in computer technology-related fields required.
• CompTIA A+ Certification or demonstrated equivalent work experience or certification required.
• CompTIA Network+ Certification or demonstrated equivalent work experience or certification preferred.
• 5-7 years' current Microsoft desktop operating system, mail client and applications experience required.
• 5-6 years' experience and demonstrated success in a service desk, or help desk, environment, required.
• 3-5 years' user