Job Description

Description:

• Will work with service now ticketing system, support Lenovo Laptops, and a mix of Network printers.
• Will be expected to document work.
• Will provide Break-Fix support, changing system boards, hdds, laptop LCDs etc.
• Good trouble shooting skills both HW and software.
• Level II IMAC – Receiving equipment, unboxing and deploying (set up, breakdown). Responsible to ship and track equipment to remote users and track returns documenting everything in the ticket.
• Must be able to follow documented instructions.
• Provide support for all end user computing services on desktop, laptops and tablets the Windows 10 operating system.
• Provide support for Microsoft 365 productivity tools.
• Respond to and resolve incidents and service requests.
• Analyze incidents and escalate to other IS support teams as needed.
• Document work logs and resolution of tickets in our ServiceNow system to ensure that the information is available to the rest of the End User Services team and the Service Desk
• Assist with developing Knowledge Base articles based on resolution of incidents

Skills:

• 2+ Years of hands on IT support/related education
• A+ Certification is a plus
• Customer focused, attention to detail and good communication skills (verbal and written)
• Lenovo warranty certifications a plus
• Great written and oral communication