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Lumibird Photonics USA Inc. is an Equal Opportunity Employer

We consider applicants for all positions on the basis of qualifications and without regard to race, color, religion, sex, national origin, gender, marital status, veteran status, disability, sexual orientation and any other legally protected status

SUMMARY:

The Tier 1 Tech Support position assists in day-to-day operational IT and end user support and maintenance. The end user support includes, but is not limited to, account and device management, hardware assembly, end user device deployment & decommissioning, basic hardware replacement, desk side phone and remote support, IT asset management & tracking, physical auditing, troubleshooting assistance, and other IT related tasks.

MAIN DUTIES/RESPONSIBILITIES

• Provide support to all users via Microsoft TEAMS, and at-desk troubleshooting.
• Assist with installation, relocation, configuration, troubleshooting, and ongoing usability of phones, desktop computers, peripheral equipment, and software.
• Resolve issues or escalate them in a timely manner.
• Work with System Administrator to find solutions for IT related issues.
• Manage time and tasks associated with assigned projects and meet target dates.
• Accurately document and communicate issues with all vested parties.
• Provide end-user support with application functionality and escalate issues as needed.
• Provide desktop and laptop maintenance, including operating system refresh, hardware upgrades, and replacement components.
• Enter, monitor, and complete all entries in the Helpdesk tracking system, which includes stating the issue(s), listing all troubleshooting steps, providing a resolution, and marking the records as complete.
• Interact with leadership in organizational teams to resolve user issues and further develop an understanding of systems, applications, and workflows.
• Maintain a solid working knowledge of all the equipment and systems supported by the IT department by keeping all documentation current.
• Utilize industry best practices to maintain the appropriate network and computer systems security level as established and compliant with HIPAA regulations. Identify and work with IT technology staff to rectify any noted deficiencies.
• Perform system preventative maintenance and assist with setting up and maintaining acceptable cable management practices. Provide help with the Client's remote connectivity through VPN or other secure communication channels.
• Perform daily backup operations, ensuring all required application, system, and image data are successfully backed up to the appropriate storage and replicated to offsite locations as necessary.
• Create, change, and delete user accounts and permissions per request with appropriate approvals.
• Perform approved hardware and software maintenance on devices.
• Stay current with knowledge of related technologies, designs, methods, and trends.
• Provide extended coverage when business needs are required.
• Ensure cybersecurity standards are met and enforced.
• All other duties as assigned.

REQUIRED SKILLS/ABILITIES:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent computer skills and computer literacy.
• Ability to diagnose and resolve technical issues.
• Familiarity with common IT systems and software.
• Ability to provide helpful and friendly support.
• Ability to understand customer needs and concerns.
• Ability to handle a variety of situations and learn new skills.

EDUCATION AND EXPERIENCE:

• High School Diploma or equivalent required.
• 1-3 years of Experience working with or in information technology.
• A university degree in computer science or business administration is preferred.
• Must be skilled with the following protocols:
• • Workstations, laptops, printers, and smart phones.
  • Familiarity with current Microsoft Office suite / Microsoft 365
  • General understanding of the following:
  • • Active Directory (resetting passwords)
    • Network printing
    • Endpoint management
    • Network monitoring tools
    • Installing Operating Systems (Clean Installs)
    • Familiarity with Android / iOS devices
    • Familiarity with wireless networks
• Cybersecurity expertise is a plus.

PHYSICAL REQUIREMENTS:

• While performing the duties of this job, the employee is required to walk; sit; use hands to finger, handle or feel tools or controls; reach with hands and arms; balance; stoop; talk and hear.
• May require prolonged periods of sitting at a desk/computer.
• The employee must be able to lift and or move up to 15 pounds regularly and up to 25 pounds occasionally.

ELECTRONIC SIGNATURE:

By using this electronic application, you agree to use an electronic signature in lieu of a paper-based signature. You understand that electronic signatures are just like signing any document and that it is legally binding in the United States and in other countries. You consent and agree that the use of a key pad, mouse or other device to select an item, button, icon or similar act/action while using any electronic service offered; or in accessing or making any transactions regarding any agreement, acknowledgement, consent, terms, disclosures or conditions constitutes your signature, acceptance and agreement as if it were actually signed by you in writing.