Responsible for helpdesk support and maintenance of the company’s standard hardware and software applications inclusive of workstations, printers, mobile devices, peripherals, etc.
Provide timely technical support for all onsite and remote end-users for all technical related and user issues focusing on excellent customer service.
Provide end user technical support to all onsite and remote associates via remote support tools, phone or in-person
Triage, process, communicate, escalate and resolve all assigned tickets through the IT helpdesk ticketing system
Maintain and process associate status changes of user accounts and computers within Active Directory and archiving of user data
Setup and configure new Windows desktop / laptops or mobile devices for new hires and upgrade existing equipment with data migration
Support and troubleshoot all video and audio conference systems
Hardware troubleshooting that includes workstations, mobile devices, network hardware devices and peripheral devices (printers, keyboards, monitors, mouse, etc.)
Install, configure and support all enterprise application such as Office365 (Outlook, Word, Excel, SharePoint, OneDrive, Skype), SolidWorks, Adobe Creative Suite, etc.
Document resolutions and create job aides or instructions for the IT department knowledgebase
Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment
Participate in departmental meetings and assigned projects or tasks by IT management
Help to maintain IT hardware inventory including workstations, monitors, docking stations, printers, etc.
Troubleshoot initial LAN, WAN, Wi-Fi, VPN connectivity issues on workstations and laptops for remote and onsite users or escalate appropriately
Train end-users in basic usage of Windows operating systems, Office365 applications, Adobe products and Apple products when necessary
Understanding of (SSO) single sign-on, cloud services, Windows servers, Active Directory and client / server architecture
Performs other duties and responsibilities as assigned
Excellent technical knowledge and troubleshooting skills focused on Microsoft products, computer hardware, mobile devices and basic networking.
Effective written and verbal communication skills
Follow proper procedures and ability to multitask and prioritize work
Ability to manage time efficiently and work efficiently processing tickets
Attention to detail, able to work autonomously or in a team
Two (2) to four (4) years of experience in working in an IT helpdesk or support role within a medium to large size corporate IT infrastructure
Experience using and troubleshooting Microsoft products (Windows 7 / 10, Office365, Active Directory), hardware (computers, tablets, mobile phones) and networks (DNS, DHCP, VPN, Wi-Fi)
Bachelors or Associates degree in computer science, information systems or closely related field, A+ CompTIA Certificate or equivalent experience
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