Computer Support Analyst - 1st Shift

Dayton-Phoenix Group, Inc.; Dayton (OH); On-site; USD 42,000 - 66,000; Full time

Job summary

Dayton-Phoenix Group, Inc. is seeking an IT Support Technician to install, troubleshoot, and train users on computer hardware and software. You will handle Tier 1 requests, triage alerts from security tools, and assist with network and system administration.

The role requires BS in a computer discipline or equivalent experience, 2+ years in IT, and relevant certifications. Onsite work with occasional travel; candidates should be able to lift up to 50 lbs and work in a factory environment.

Qualifications

• Experience delivering strong customer service and timely problem resolution.
• Ability to communicate clearly in writing and in person.
• Ability to analyze and troubleshoot complex problems and evaluate solutions.
• Willingness to learn and improve through training.

Responsibilities

• Serve as first-line IT support for corporate users, logging and managing issues via a ticketing system.
• Provide training and troubleshooting to internal customers via email, phone, and in person.
• Monitor alerts from EDR/security tools, escalate and remediate threats per procedures.
• Troubleshoot hardware/software on workstations, printers, and phones (including RMM-identified issues).
• Perform maintenance, upgrades, and repairs on hardware/software.
• Assemble, configure, and deliver new and reused equipment.
• Maintain hardware/software inventory and spare stock.
• Coordinate with service vendors for printer and hardware repairs.
• Basic network administration (user setup, print management).
• Assist Network Engineer and Systems Administrator with deployment and troubleshooting.
• Document functions and create training materials.

Skills

Customer service

Communication

Troubleshooting

Documentation

Time management

Training

Discretion/confidentiality

Research/analytical thinking

Hardware knowledge

Software knowledge

Powershell scripting (basic)

Networking basics (TCP/IP, DNS, DHCP)

Project planning

Onsite/remote support

Education

BS in a computer discipline

High School Diploma or GED

CompTIA A+/Network+/Security+ and/or Microsoft EAA certifications preferred

Tools

Ticketing system

RMM tooling

EDR/security monitoring tools

Job description

Summary:

Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users by performing job functions.

Job Functions:

• Serves as first-line support for all corporate computer and telephone users, logging and managing customer problems and requests via a ticketing system.
• Provides training and troubleshooting to internal customers via email or phone, and in person.
• Monitors and triages alerts from managed endpoint detection and response (EDR) and security monitoring tools, escalating and remediating threats according to established procedures.
• Performs evaluation and troubleshooting of hardware and software problems on all workstations, printers, and telephones, including issues identified through remote monitoring and management (RMM) tooling.
• Performs maintenance, upgrades and repairs on computer hardware and software.
• Assembles, configures and delivers new and reused computer equipment.
• Maintains computer hardware and software inventory and spare hardware stock.
• Coordinates with service vendors to schedule and verify repairs of printers and other hardware.
• Maintains printer inventory and maintenance contract(s).
• Disposes of old equipment.
• Performs basic network administration functions (ex. user setup and print job management).
• Assists Network Engineer and Systems Administrator with troubleshooting and deployment.
• Manages and/or assists with corporate projects and tasks that involve computer or telephone technology, as directed by the Corporate IT Manager.
• Documents job functions and creates training materials.

Specifications Required:

• Knowledge of principles and practices for providing excellent customer service. This includes accurately assessing needs, generating appropriate solutions, meeting quality and timeliness standards, and evaluating customer satisfaction.
• Demonstrated courtesy and respect for the time, feelings, and circumstances of customers, team members, and management.
• Discretion and the ability to keep information confidential where appropriate.
• Ability to communicate effectively both in writing and in person. This includes knowledge of the English language – meaning, spelling, and pronunciation of words, as well as rules of composition. It also includes giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate.
• Ability to analyze and troubleshoot complex problems, to identify, evaluate, and implement solutions, and to objectively assess the results. This includes using research and reasoning to compare cost, effort, and likelihood of success for alternative solutions.
• Strong skills in reading, online research, and critical thinking.
• Dedication to improvement of knowledge and skills through various forms of training.
• Knowledge of electronics and computer hardware, including building new computers and performing basic repairs – replacing storage drives, memory, processors, etc.
• Facility with installing, configuring, and using computer software such as operating systems, office suites, email clients, utility programs, etc.
• Basic knowledge of Powershell scripting, with additional programming experience a plus.
• Basic networking knowledge as relates to endpoint devices – TCP/IP, DNS. DHCP, etc.
• Knowledge of mathematics, including alternative bases, calculations, decimals, fractions, percentages, and averages.
• Basic project planning and management skills, including breaking down a project into tasks, identifying required resources, and tracking progress.
• Ability to manage one's own time and tasks to accomplish work and maximize productivity. This includes analyzing and prioritizing tasks, recognizing those that need immediate attention.
• Ability to monitor and assess one’s own performance, to gracefully accept feedback, and to make improvements or take corrective action.

Education & Experience:

• BS in a computer discipline and 2+ years’ related experience, or equivalent combinationof education and experience required.
• High School Diploma or GED required.
• CompTIA A+, Network+, Security+, and/or Microsoft EAA certifications preferred.

Disclaimer

Please note whether you can perform the functions of this job with or without accommodations. This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.

Personal Protective Equipment Required (when on the factory floor):

• Eye protection (ANSI approved safety glasses)
• Steel-toe shoes
• Hearing (ear) protection (occasionally)

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand, sit, walk, reach with hands or arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, and taste or smell and use hands to touch, handle, or feel
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Travel - 0-15%typical
• Job duties must be performed onsite.

Equal Employment Opportunity Statement:

Dayton-Phoenix Group, Inc. (DPG) provides equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, DPG complies with applicable state and local laws governing nondiscrimination in employment.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.