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Position Summary: AOI Corporation’s vision includes being a leader in leveraging technology within our industries, and this position is key to filling that vision. Maximizing efficiency and minimizing downtime will support an excellent customer experience. The IT Support Coordinator will act as a liaison between all employees (remote and local) and our third-party IT Managed Services Provider (MSP) in relation to IT functions. This position is responsible for basic support of computer, communication, and network services as well as monitoring and at times completing help desk tickets. This position will also include basic support of a variety of enterprise applications such as Microsoft’s Office suite, Adobe, Sage 300, Core, and AutoCAD, etc. in a Windows 10/11 environment.

Third-Party MSP: AOI Corporation’s third-party MSP is responsible for higher level, more technical support of computer, communication, and networks services. Additional responsibilities include administration support for Windows 2012/2016 servers, and security/network project support.

Organizational Needs split between IT Support Coordinator and MSP:

• Technical support of all PC software, hardware, tablets, cell phones, VoIP phones, copiers/printers.
• Hardware configuration and delivery of new laptops and tablets (software, email, RDS, etc.)
• Provide phone, email and hands-on technical support to users in Windows environment
• Perform hardware and software troubleshooting, diagnostics, and repairs
• Perform routine adds, moves and changes in Active Directory and Office 365
• Assist in the cabling and configuration of LAN's
• Research and understand new and emerging relevant computer products and technologies to support employees of the company
• Help develop and deploy internal support policies and procedures
• Ensure Helpdesk Tickets are completed in a timely fashion and updated daily
• Work with vendors, business unit leaders, and accounting staff to procure software/hardware
• Assist in maintaining and updating hardware/software inventory
• Other duties as assigned

Preferred Talents

• Ability to maintain strong attention to detail and organizational skills
• Ability to solve problems in an efficient and professional manner; as well as exercise good judgment
• Ability to create and maintain a team environment and remain adaptable when priorities change
• Ability to effectively communicate and apply understanding with business and technical employees through verbal and written methods, instructions, and directives
• Ability to maintain a positive attitude under stressful circumstances
• Ability to handle sensitive information and maintain strict confidence
• Ability to work odd hours to complete critical tasks in a timely manner

Qualifications

• Bachelor's degree in Computer Science, or equivalent/related experience.
• Minimum 3+ years hands on experience providing hardware/software support.
• Experience providing PC hardware and software support services for operating system platforms including Microsoft Windows 11/Windows 10/Windows 2012 & 2016 Server.
• Experience supporting and using office suites, email, web browsers and applications.
• Strong knowledge of PC hardware components
• Working knowledge of LAN/WAN concepts and the TCP/IP protocol
• Demonstrated understanding and experience with Web-based communications.

Physical Requirements

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 sit at a desk for prolonged periods of time, perform work at a computer and talk or hear. The employee is occasionally required to stand, walk, use hands to handle or feel, reach with hands or arms, climb or balance. The employee must occasionally lift and/or push, pull, move up to 25 pounds.

Working Environment

While performing the duties of this job, the employee will be exposed to indoor conditions. The noise level in the work environment is usually quiet to moderate.