Support Technicians are the go-to people for providing technical assistance and support related to computer systems, hardware, and software. Support is provided in person, remotely, by phone and E-Mail. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. Support Teams will often interact with system and computer users across the Osborn Neighborhoods. The Support team will train users on basic system and computer functions. Understanding and proactively maintaining daily system performance, having the ability to troubleshoot User problems, and innate follow-up and follow-through skills are all essential aspects of the Support Team. Communications and documentation are essential for success in this role.

Support Responsibilities:

The day-to-day tasks of a support team vary depending on the needs of the users or systems on a given day. There will always be unexpected issues that arise in each day. Many in support roles find themselves acting as the first point of contact when a user is facing hardware, software, or system issue. Information Technology teams work within a ticketing system, so that each member of the Support team will have a variety of tickets to address and close out each day in addition to their documentation tasks. While the nature of their role is more technically based, it is important for support specialists to have a tolerant and patient disposition, with strong communication skills to put frustrated users at ease. With many tasks to oversee, in general help desk support will be responsible to:

• Monitor, prioritize and respond quickly to incoming requests relate to IT issues.
• Provide support if any system goes down.
• Responsible for PC’s, Printers, Servers, Phones, Network, and related equipment (monitor, keyboard, mouse, hard drive, etc.)
• Maintain user PCs, including PC Builds, Software Installation and configuration changes as needed.
• Assist with onboarding of new users.
• Keep inventory of all equipment allocated to the user community.
• Other duties as deemed necessary.
• Write and update training materials related to Technology.
• Provides answers to the user community by identifying problems, researching, answers and guiding clients through corrective steps.

Skills of a Support Specialist

Support teams are patient task managers who know how to find or create solutions to unexpected problems. They often work with multiple teams and departments and need to be able to communicate and take ownership to ensure tasks are completed appropriately and on time. There are some essential skills that everyone in a help desk support role should have:

• General awareness of computer systems, PC repair, and network management.
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Ability to deploy, configure, and support operating systems on desktop and mobile PC’s.
• Understanding and appreciation for information security within systems and user devices.
• Basic understanding of Active Directory, management of user accounts, Group Policies, and computer accounts
• Basic understanding of connectivity, network devices and configurations.
• Strong drive to provide excellent customer service and end user experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
• Openness to learn new and emerging technologies.
• Uses all available resources to find solutions to complex problems before escalation.

Expected Education and Certification

An associate degree or further education (Certifications) is required for this position, and a Bachelor’s degree in computer information science, IT Security, Systems Administration or help desk administration along with certifications is preferred. Applicants should have at least 2 years of full-time IT experience. IT Help Desk experience is recommended for this role.

CompTIA A+ Certification: Computing Technology Industry Association (CompTIA) provides IT-centric training in a vendor-neutral platform. The A+ certification is their foundational course that covers networks, security, operating systems, and software. With no prerequisites, this is the ideal starting point to learn new skills and gain competence as an entry-level IT technician.

Microsoft Certified Professional (MCP): Microsoft is the US’s leading IT technology provider, and so it is very likely that your employer would value having a certified professional as a member of the help desk team.

CompTIA Network+ Certification: IT infrastructure covering troubleshooting, configuring, and managing networks. CompTIA Network+ validates the hands-on skills needed to troubleshoot, configure, and manage both wired and wireless networks.

CCNA Certification: CCNA certification proves you have what it takes to navigate the ever-changing landscape of IT. CCNA exam covers networking fundamentals, IP services, security fundamentals, automation, and programmability. Designed for agility and versatility, CCNA validates that you have the skills required to manage and optimize today's most advanced networks.

Working Hours: Osborn Engineering offers options for working schedules such as the 9/80 schedule or the traditional 40 Hour work week Monday through Friday with weekends off.

Working Location: Columbus, Ohio or one of our Central Florida locations (Deerfield Beach, Orlando or Cape Canaveral)

Salary is based on level of experience, training, and education.

Osborn is looking for a candidate who has the following characteristics:

• 
  Team Player
• Self – Starter
• Positive Attitude
• Strong Work Ethic
• Critical Thinker
• Detail Oriented
• Innovative
• Good Communicator
• Organized
• Strong time-management skills

EEO

NOTE TO RECRUITERS: Osborn Engineering does not currently accept unsolicited resumes through or from search firms or recruiters. If you wish to be considered in the future for our list of approved recruiters, please send an e-mail to HR@osborn-eng.com. All resumes sent directly to management will not be considered.