Black Box
Job Responsibilities
Configure, test, and deploy laptop and workstation hardware and software to users both locally and remotely
Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
Diagnose and resolves problems related to the operation of PCs on the network
Troubleshoot and repair break/fix issues
Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
SMART HANDS to take direction and perform Data Center related activities e.g. physical connectivity and cabling, coordinate with the Infrastructure teams regarding compute, storage, backup and networking activities on an as needed basis. Travel to the data center in Pittsburgh when needed is a requirement
Provide solutions to user issues by identifying problems, researching answers, and helping to implement
Train users in basic problem resolution and understanding of how to make efficient use of their PCs
Respond to user requests and service issues in a timely and professional manner
Provide support via phone and using remote support software
Create, monitor, update, and close tickets using Service Now ticketing system
Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
Remain current on technical and operational details concerning PC products and support
Personal Qualifications
Degree and/or technical education in Information Technology or related field along with 10+ Years of relevant hands on experience in an end user and customer focused networked PC environment
Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.
Comfortable working independently in a fast-paced office setting while supporting a wide variety of job roles.
Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.
Ability to diagnose, isolate and troubleshoot computer physical hardware and software components both remotely and locally.
Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.
Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.
Technical Qualifications
Extensive experience with Win10/11 OS – Control panel, System settings, networking, device manager
Microsoft Outlook, Word, Excel
Cisco AnyConnect or experience with VPN client technologies
Cisco Web-Ex
Hands on Working knowledge in MS Entra, InTune Administration, MDM
Experience with endpoint security tools, ex: CrowdStrike Falcon, Cisco Umbrella, Cisco Anti-Malware protection
Microsoft email and Outlook on an Hybrid O365 Environment – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail
Networking – Exposure and knowledge of networking protocols and components - TcpIP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
Active Directory Password resets and User properties.
Working knowledge of WebEx audio/video conferencing systems
Understanding and prior experience working on the physical setup of a Data center
Laptop backup – Black Box uses NovaStor
Tools Knowledge
Remote access support tools – Must have
Bomgar - Good to Have
Ticketing System – Must Have
Service Now – Good to have
Software Push – Must have
Manage Engine – Good to have.
Asset Management – Good to have
Data recovery tools - Good to have
Disk Encryption - Good to have
Citrix virtual apps desktop and Citrix Workspace- Good to have
Laptop/Workstation imaging technologies – Good to have
Manage Engine Endpoint Central- /Nice to have
Virtual Private Network – Must have
Cisco AnyConnect – Good to have
Endpoint Security management – Must have
Cisco AMP-Umbrella and CrowdStrike Falcon – Good to have
#J-18808-Ljbffr
Configure, test, and deploy laptop and workstation hardware and software to users both locally and remotely
Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
Diagnose and resolves problems related to the operation of PCs on the network
Troubleshoot and repair break/fix issues
Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
SMART HANDS to take direction and perform Data Center related activities e.g. physical connectivity and cabling, coordinate with the Infrastructure teams regarding compute, storage, backup and networking activities on an as needed basis. Travel to the data center in Pittsburgh when needed is a requirement
Provide solutions to user issues by identifying problems, researching answers, and helping to implement
Train users in basic problem resolution and understanding of how to make efficient use of their PCs
Respond to user requests and service issues in a timely and professional manner
Provide support via phone and using remote support software
Create, monitor, update, and close tickets using Service Now ticketing system
Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
Remain current on technical and operational details concerning PC products and support
Personal Qualifications
Degree and/or technical education in Information Technology or related field along with 10+ Years of relevant hands on experience in an end user and customer focused networked PC environment
Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.
Comfortable working independently in a fast-paced office setting while supporting a wide variety of job roles.
Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.
Ability to diagnose, isolate and troubleshoot computer physical hardware and software components both remotely and locally.
Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.
Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.
Technical Qualifications
Extensive experience with Win10/11 OS – Control panel, System settings, networking, device manager
Microsoft Outlook, Word, Excel
Cisco AnyConnect or experience with VPN client technologies
Cisco Web-Ex
Hands on Working knowledge in MS Entra, InTune Administration, MDM
Experience with endpoint security tools, ex: CrowdStrike Falcon, Cisco Umbrella, Cisco Anti-Malware protection
Microsoft email and Outlook on an Hybrid O365 Environment – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail
Networking – Exposure and knowledge of networking protocols and components - TcpIP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
Active Directory Password resets and User properties.
Working knowledge of WebEx audio/video conferencing systems
Understanding and prior experience working on the physical setup of a Data center
Laptop backup – Black Box uses NovaStor
Tools Knowledge
Remote access support tools – Must have
Bomgar - Good to Have
Ticketing System – Must Have
Service Now – Good to have
Software Push – Must have
Manage Engine – Good to have.
Asset Management – Good to have
Data recovery tools - Good to have
Disk Encryption - Good to have
Citrix virtual apps desktop and Citrix Workspace- Good to have
Laptop/Workstation imaging technologies – Good to have
Manage Engine Endpoint Central- /Nice to have
Virtual Private Network – Must have
Cisco AnyConnect – Good to have
Endpoint Security management – Must have
Cisco AMP-Umbrella and CrowdStrike Falcon – Good to have
#J-18808-Ljbffr