Job Description

Tasks

• Provide timely and consistent IT phone-based user support
• Maintain high-quality end-user experience
• Meet real-time service objectives (RSOs)
• Ensure proper documentation and escalation of incidents and requests
• Respond to incidents and service requests within defined RSOs
• Document troubleshooting steps and resolutions

• Escalate issues appropriately

• Maintain knowledge base accuracy

• Follow security and identity verification procedures

• Provide knowledge transfer

Minimum Qualifications

• High school diploma/GED with four (4) years’ experience in Technical Support roles o An Associates degree substitutes for 2 years of experience

o A Bachelor’s degree substitutes for 4 years of experience

Desired Skills

• Knowledge of computer hardware, software, and mobile device components.
• Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.

• Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.

• Knowledge of Active Directory, Group Policy, and endpoint security tools.

• Knowledge of ITIL best practices for incident and asset management.

• Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.

• Skilled in prioritizing and resolving service tickets efficiently.

• Skilled in communication and collaboration with users, technical staff, and management.

• Skilled in analyzing and identifying trends or root causes of recurring technical issues.

• Ability to identify potential IT security-related situations.

• Ability to deliver high-quality, customer-focused technical support.

• Ability to manage multiple priorities and meet deadlines in a dynamic environment.

• Ability to adapt to evolving technologies and organizational needs.