Responsible for help-desk 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. Job Duties :
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 help-desk 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 knowledge base.
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.
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).
Associates degree in computer science, information systems or closely related field, A+ CompTIA Certificate or equivalent experience.
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.