Key IT Engineer

This job was posted by https://www.kansasworks.com : For more
information, please see: https://www.kansasworks.com/jobs/13077101

The IT Engineer will support end users on various technical issues and
problems relating to hardware, software, networking, and peripherals.
They will also be responsible for responding to, documenting, and
resolving tickets in a timely manner. The IT Engineer must have
excellent technical and problem-solving skills in order to diagnose,
evaluate and resolve complex problem situations, or when appropriate,
escalate or route them to appropriate members of the team.

The engineer will also perform root cause analysis, develop checklists
for typical problems and recommend procedures and controls for problem
prevention. This position will support multiple platforms, including
desktops, laptops, mobile devices, peripheral equipment, networks, etc.
This position may also require independent work, sharing information,
and assisting others in the team.

Essential Job Responsibilities

– Diagnosing and troubleshooting technical issues including hardware,
software, OS, and LAN/WAN related network problems
– Installing and configuring hardware and software
– Speaking to customers to quickly get to the root of their problem
– Providing timely and accurate customer feedback
– Talking customers through a series of actions to resolve a problem
– Following up with customers to ensure the problem is resolved
– Ensuring all issues are properly logged
– Establish best practices and work to develop, improve, and document
standard work procedures
– Perform assigned tasks associated with the support of external
Keycentrix customers as directed
– Assess issues and determine importance, urgency, and risks while
managing multiple priorities
– Train and provide technical direction to other members of the
support team
– IT Support Technician will be required to participate in an on-call
rotation