Position Responsibilities
- First point of contact for technical hardware, software, and network support incidents.
- Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy, and proficiency.
- Perform remote troubleshooting, diagnostics and incident resolution using remote system management tools
- Assist with administration and troubleshooting of Active Directory accounts, Exchange On-Prem and O365 mailboxes, Intune for Mobile, Cisco phones and VPN, Zscaler, Crowdstrike, MFA, and other related applications, following specific processes and guidelines to ensure tasks are completed consistently and efficiently.
- Log all incoming tasks and requests in the incident tracking system and document all actions, to include all follow up conversations, status updates, troubleshooting steps, and resolution.
- Follow up on all assigned tickets or tasks to ensure timely and proper response as well as satisfactory resolution.
- Keep detail-oriented documents and keep the customer or business partners updated of the
- status and resolution times.
- Ensure task turnovers are performed in an accurate and timely manner.
- Collaborates with NOC to compose and send end user communications during outages and planned upgrades.
- Collaborate with other IT groups to resolve complex or wide-spread issues affecting end users.
- Contribute technical solutions to the IT Knowledge Base
- Participate in projects and initiatives as directed by the Service Desk Manager.
Qualifications
- 1-2 years IT support experience on a corporate Service Desk or in another technical support role with a background in either Customer Service or as an IT Service Desk Analyst
- Excellent writing, communication, and interpersonal skills
- Strong Analytical, troubleshooting, and problem-solving skills
- Demonstrated knowledge of PC/Laptop hardware components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices.
- Proficiency in Microsoft products and operating system, certifications preferred
- Experience with using and troubleshooting Apple products and operating systems is a plus
- Familiarity with resolving remote connectivity issues
- Ability to deal with multiple priorities in a fast-paced global team environment a must.
- Ability to work in a rotating shift schedule is a must
- A+ and ITIL V.3 certification a plus
