Job-Specific Essential Duties and Responsibilities:
- IT Service Center Support, Endpoint Support & VTC Technician Support / Meeting Room support:
- Provide troubleshooting and hardware repair support for NETL endpoints and peripherals.
- Provide on-site and remote repairs (when possible) for desktop computers, laptops, smartphones, tablets, printers, monitors, and other peripherals, consisting primarily of component replacement.
- Manage and perform equipment relocation, expansion, and connection/disconnection of computer system hardware and peripheral devices including but not limited to surveying new installations and moving IT equipment as requested.
- Comply with Property handling requirements to accurately account for the movement of computers, laptops, printers, monitors, mobile devices, and peripherals. This includes but is not limited to issuing new equipment, return to stock equipment, and excessing equipment.
- Provide support for a variety of peripheral devices such as printers, scanners, external storage devices, and other peripheral accessories.
- Serve as point of contact for IT issues via phone, email, chat, or in-person.
- Accurately log, categorize, and escalate incidents and service requests in the ServiceNow ITSM tool.
- Provide Level 1 support, including password resets, account unlocks, and general troubleshooting, application troubleshooting, hardware issues, peripherals etc.
- Monitor and maintain meeting room performance, resolving technical issues.
- Provide support for standard conference rooms and VTC rooms to include problem identification, system troubleshooting and repair, maintaining spare parts, making repairs, escorting service providers, and coordinating equipment repairs.
- Provide support for NETL’s displays (for commercial TV, NETL information, etc.).
- Support meeting room technology, ensuring seamless connectivity and performance for live meetings and events, ensuring reliability of video and audio connections.
- Collaborate with internal IT reams and vendors to optimize system performance and reliability.
Job-Specific Minimum Requirements:
- Associate’s degree in information technology or related field, or equivalent experience.
- 1+ years of IT support experience across multiple technology areas.
- Excellent communication and customer service skills.
- Ability to multitask and adapt quickly to changing priorities.
- Onsite role in Morgantown, WV office spaces, conference rooms, warehouse and remote sessions.
- Monday through Friday with flexibility in working hours. Between 7am and 5pm.
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