Company Profile:

ReachLocal Inc. helps local businesses grow and operate better with leading technology and expert services. We provide online marketing products and solutions in three categories: digital advertising, lead conversion software, and web presence solutions. Our goal is to help businesses get more customers worldwide.

• Interact with various platforms in a multi-layered client-server environment.
• Ensure seamless interconnectivity of desktop systems with validation systems, file servers, application servers, and other systems.
• Diagnose and quickly resolve a wide range of Windows application and networking issues to minimize downtime.
• Troubleshoot network connectivity within LAN/WAN environments.
• Escalate issues beyond the scope of Desktop Support to the appropriate Tier 3 support team.

Desktop Support:

• Install, upgrade, support, and troubleshoot Windows 10/11, macOS, Microsoft Office 365, and other authorized desktop applications.
• Install, upgrade, and troubleshoot printers, hardware, and authorized peripheral equipment.
• Perform general preventative maintenance and remedial repairs on computers, laptops, printers, and other peripherals.
• Customize desktop hardware to meet user specifications and standards.
• Handle warranty-based repair tasks and manage defective equipment returns.
• Monitor and manage personal computers or notebooks with network access, escalating complex issues to higher-level teams.
• Develop trends by analyzing and tracking incoming support requests.

Operational Support:

• Address hardware and application support issues reported to the helpdesk and escalate as necessary.
• Perform data and application recovery, and handle user account administration (creation, management, and password resets in Active Directory).
• Use diagnostic tools to troubleshoot network connectivity and hardware/software issues.
• Deploy and configure operating systems for user machines.
• Maintain accurate records of hardware and software inventory, support calls, and actions taken.
• Provide end-user education on basic software, hardware, and peripheral device operations.
• Escalate issues when necessary and collaborate with vendors for problem resolution.
• Support the IT team in new software or hardware upgrades, following internal procedures for issue resolution.

General Responsibilities:

• Follow company guidelines, procedures, and standards while maintaining I.T. records.
• Ensure all work requests are logged and documented in systems like JIRA.
• Take ownership of assigned tasks and escalate problems where necessary for quicker resolution.
• Continuously develop an understanding of company-specific IT systems, applications, and processes.
• Perform any other lawful tasks or instructions as assigned.

Core Competencies:

• Applying Expertise and Technology
• Analyzing and Problem-Solving
• Planning & Organizing
• Delivering Results and Meeting Customer Expectations
• Achieving Personal Work Goals and Objectives

Experience/Knowledge & Skills:

• Excellent technical knowledge of PCs, desktop hardware, and peripherals.
• Working knowledge of protocols, operating systems, and network standards.
• Experience with Microsoft Desktop Support, Server 2008/2016, and Windows 7/10.
• Proficiency in troubleshooting routers, switches, firewalls, and TCP/IP networks.
• Experience supporting Microsoft Office (2007, 2010, Office 365).
• Knowledge of SQL and Active Directory (AD).
• Strong communication skills (both verbal and written) and the ability to interact with both technical and non-technical teams.
• Problem-solving and analytical skills with the ability to operate independently or as part of a team.
• Industry certifications such as A+, N+, or MCTS/MCITP are advantageous.

Qualifications: