POSITION DUTIES AND RESPONSIBILITIES
Provide Level-2 technical remote & on-site support for supported desktops, laptops, printers, and mobile devices.
This includes the following activities:
- Maintaining standard software configurations, including troubleshooting, loading, and configuring software images, supported applications, and drivers.
- Installing, supporting, and troubleshooting approved desktop software via SCCM or on-site.
- Performing planned maintenance, installation, moves, adds, and changes; either remotely or on-site.
- Provide support services to employees with technical problems involving desktop, laptops, mobile devices, or network services from local personnel or from employees using network remote access (VPN).
- Provides timely resolution of incidents or escalation on behalf of the customers, liaise with other technical departments to resolve technical issues.
- Installing, supporting, and troubleshooting approved Apple or Android devices.
- Mobile Device Management for Apple or Android devices.
- Provide support for with Multi-Factor Authentication.
- Exercises judgment with defined procedures and practices to determine appropriate action, take initiative, and be pro-active in analyzing ticket trends.
- Provide feedback to appropriate teams for the creation and maintenance of standard images, documents as required.
- Requires little day-to-day supervision; able to work on assigned tickets in queue independently, and ensure SLA s are being met.
- Providing case status updates to management and end-users. Providing phone support and diagnostics to remote customers on VPN. Participating in training programs designed to educate customers about basic and specialized applications.
- Provide feedback and recommendations for KBA, as well as create and update KB Articles for ticketing system wiki. (Knowledge-Based Articles)
- May participate in IT projects as required.
REQUIRED SKILL SETS:
- Minimum 2 years of IT experience in a desktop support role
- Associate's Degree or equivalent experience required
- Nice to have MCTS, MCITP, MCPD, MCM, MCSA, MCSD, and MCSE.
- Strong troubleshooting experience with Windows 10, Office 365 (Outlook, Word, Excel, PowerPoint) suite of apps.
- Experience in troubleshooting, loading, and configuring software images, supported applications, and drivers.
- Experience in installing, upporting, and troubleshooting approved desktop software via SCCM or on-site.
- Experience in performing planned maintenance, installation, moves, adds, and changes; either remotely or on-site.
- Experience in installing, supporting, and troubleshooting Apple or Android devices. Mobile Device Management for Apple or Android devices.
- Experience in providing support for with Multi-Factor Authentication.
- Ability to work on-call after hours as required.
- Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities.
- Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues.
- Ability to work on-call after hours as required either remotely or on-site.
- Communicate effectively with multiple customers and co-workers.
- Able to communicate highly technical information to both technical and non-technical personnel.