About the position
Responsibilities
• Troubleshooting, and supporting desktops, laptops, applications, and WIFI devices; this includes OS patch remediation, 3rd party application remediation and remote hardware troubleshooting
• Use diagnostic tools to analyze, troubleshoot and resolve problems associated with network connectivity and/or workstation hardware/software
• Install, configure and support all desktop applications (such as MS Office365, BigFix/SCCM software center, softphones, VPN, WIFI configuration, and firmware updates for deskside equipment)
• Support a secure environment by ensuring the viability of security software tools, i.e., Cortex and Crowdstrike (or similar tools)
• Support and maintain user account information including rights, security and systems groups in Active Directory
• Resolve tickets within prescribed SLAs using a standard IT Service Management tool
• Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment
• Escalate issues and involve management and experts wherever required in order to resolve issues as quickly as possible with a sharp focus on maintaining SLAs
• Exercise discretion and judgment on matters related to ticket priority, network/WIFI stability, and similar matters related to customer satisfaction on a regular basis
• Perform basic troubleshooting of soft phone issues and assist the telephony team as needed
• Assist in the tracking of hardware and software inventory; escalate issues to manager as needed
• Coach end users on basic software, hardware and peripheral device operation
• Proactively suggest modifications and additions to desktop standards and guidelines
Requirements
• 2-4 years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Proven incident management, customer/client management, and change management experience
• Strong technical knowledge of desktop/laptop hardware and software applications
• Proficient in current protocols, operating systems and standards including Windows 10 & 11
• Demonstrable experience in ticket resolution using IT Service Management (ticketing) systems; experience maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is preferred
• Experience managing Active Directory at the Organization Unit level
• Flexibility to work overtime as needed
Nice-to-haves
• CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications preferred
• Bachelor's degree/diploma in Computer Science preferred
Benefits
• Medical, dental, and vision insurance
• Comprehensive employee assistance program
• 401(k) retirement plan
• Paid time off and holidays
• Paid learning days
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Apply Now