Technical support expertise on MacOS, Chrome OS, along with Google Suite including Google Admin and ideally in support of 2FA methodologies.
Knowledge of Jira Service Desk, or similar ticketing system.
Basic knowledge of standard IT Infrastructure Configurations
Administration experience with Google for Business, Atlassian, Okta, Jamf, Slack.
Demonstrable troubleshooting methodologies and root cause analysis.
Excellent communication and time management skills.
Understanding of ITIL Principles
Experience working with service vendors.
Strong Customer Service Skills.
Understanding of agile principles.
Scripting and automation experience.
Experience working in a Remote First
Willing to work onsite
3 months project-based employment with possible extension depending on the performance
Willing to work in shifting schedule
DUTIES:
Desktop Support professionally provides technical support to customers by answering questions, troubleshooting problems, maintaining server and workstation performance, and entering and closing tickets efficiently. Primary Responsibilities:
Respond to and monitor incidents and service requests within the ticketing system.
Maintain accurate status of all tickets assigned in the system and provide appropriate follow-up to end-users
Provide configuration and troubleshooting support for all systems.
Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support.
Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff.
Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.
Perform server and desktop computer updates to safeguard from malicious viruses and malware
Manage customer issues and requests by creating, tracking and documenting technical solutions.
Maintain IT asset and contract tracking system
Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.
Builddeploy new workstations (desktops laptops).
Installupgrade hardwaresoftware on Windows workstations.
Troubleshoot assigned tickets to determine if the issue can be resolved or the appropriate group for escalation.
Maintain positive relations through effective customer follow-up. Qualifications:
Technical Degree or related work experience. Experience working in a service desk or IT customer service environment.
Technical support experience.
Basic network (wired and WIFI) maintenance including hardware
