Job Description

THIS WILL BE A 100% ONSITE POSITION

Schedule: 5 AM-5 PM M-F (avg. 8 hours of work with 1 hour non-billable lunch)

This position may convert to FTE depending on performance and business needs.

Top Skills/Qualifications:

• Being able to work in a fast-paced environment (50-75 tickets a week)
• User communication
• Prioritizing workload

Education Requirement: A high school diploma is required. Associates preferred, or relevant work history

Responsibilities

• Use the ITSM ticketing system (Service Now) to document all work performed
• Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
• Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment, leveraging AutoPilot, Microsoft Intune, Jamf (Casper), and other system management tools
• Hardware and software provisioning (check-in and check-out)
• Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
• Communication - Ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms
• Occasional work to move/lift IT gear and move within the site
• Possibly assist with replacing monitors and other hardware
• Understand basic network troubleshooting of wifi and other connectivity issues

Qualifications

• 3+ years in a fast-paced Desktop Support role, where you handled changing priorities, escalations, and a high volume of tickets (50-75 per week)
• Preferred skills - Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment, leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools.
• Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems
• Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
• Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), Active Directory, file and printing services, and shared drives.
• Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
• Tech Savvy – Ability and passion for learning new technology and tools
• Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can.
• Prioritization Skills – The ability to analyze support requests and prioritize them based on impact
• Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other forms of communication
• Ability to consistently set customer expectations and then meet or exceed those expectations.
• Strong documentation skills and the ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms

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