Provide IT inbound incident and request support for onsite and remote employees. Find fixes, workarounds, and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills. Able to participate in rotational afterhours on call support.
What you will do
Install and configure hardware and software
Respond to tickets via phone, email, and chat in accordance with SLA guidelines
Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
Respond in timely manner to requests and issues
Provide onsite and remote support to end users
Assist on a rotation schedule for off hours support
Assist in AV setups as needed for meetings
Assist new hire training for basic IT needs.
Assist in the set up new workstations for users (deploying equipment, checking over account setups).
Heavy use of Windows and Mac OS devices
An understanding of on-premise Active Directory and Azure Active Directory (Account creation, password resets, group and distro list membership, OneDrive for Business, SharePoint, etc.)
Create documentation for staff for process improvement and training purposes
Attempt to resolve tickets on your own and ask for guidance as needed
Other tasks as assigned
What you need to bring
Bachelor’s Degree in Computer Science/Management of Information Systems, or Associate Degree plus two years of tech support experience, or three plus years technical support experience.
Customer service mentality
Strong organizational and time management skills
Excellent verbal and written communication skills
Strong interpersonal skills
Solid understanding of computers, networks, and software
Basic O365 administration.
Experience using MS Office applications: Word, Excel, Outlook, and Teams
High attention to detail
Previous experience with incident and request ticketing systems
Ability and willingness to work in a collaborative team environment
Ability and willingness to quickly learn and adapt to new technology and software
Ability to lift 50 lbs.
Network troubleshooting experience
An extensive amount of experience in basic hardware and operating system troubleshooting
A+ / Network + / Security+/MCSA / MCSE are a plus, but not required