- Identify, diagnose, and resolve customer-reported issues covering customer IT infrastructure.
- Provide one-on-one end-user problem resolution over the phone, and via remote access.
- Perform routine preventative maintenance on IT equipment, including but not limited to:
firewalls, servers (hosts and virtual, on-premises and cloud), network equipment, laptops, printers.
- Document all technical procedures and user guides including configuration, implementation and asset documentation of IT hardware and processes.
- Participate in on-call rotation for escalation of issues.
- Perform network and workstation hardware installation, maintenance and upgrades coordinating with staff, customers, and vendors.
- Escalate service or project issues that cannot be completed within agreed service levels.
- Audit help desk tickets and ensure established service levels are being met.
- Support VOIP System which includes softphones, mobile app and physical phones.
- Maintain working knowledge of customer specific IT applications, including, but not limited to, Carbon Black, ManageEngine Patch Manager, Microsoft Intune and similar products.
- Office 365 Management and troubleshooting.
- Create reports of vulnerable systems and Helpdesk metrics.
Our ideal candidate:
- Associates degree, bachelors degree or work-related experience.
- 5+ years of hands-on experience in Help Desk support for office users and remote environments.
- Exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers.
- Knowledge of Windows and Mac OS, Windows Server, Hyper-V, firewalls, and routers.
- Knowledge of the following technologies/vendors: Microsoft Office Suite / Office 365, and Active Directory
- Knowledge of the following Microsoft Azure cloud services and Virtual machines
- Ability to work in a team and communicate effectively
Bonus points if you have:
- Certifications in PC/Server related areas such as A+, Network+, Microsoft Certified Professional (MCP), Microsoft Technology Associate (MTA).
- Experience with PowerShell or other scripting language.
- Solid understanding of fundamental network design and operation
