Job Description

Job Summary: This role, reporting to the Associate ServiceDesk Director, provides 2nd and 3rd level technical support to end users for hardware, software, and network-related issues. The position supports desktops, laptops, printers, mobile devices, and various applications, with a strong focus on Microsoft Office and O365.

Key Responsibilities:

• Deliver Level 2 onsite and remote technical support for hardware, software, and connectivity issues.
• Troubleshoot and resolve issues with Microsoft Windows, macOS, Microsoft O365 apps, and email clients like Outlook.
• Assist Level 1 ServiceDesk staff and escalate complex issues appropriately.
• Configure, deploy, and support mobile devices (iOS and Android).
• Document support procedures and assist with new hardware/software rollouts.
• Collaborate with IT teams on projects and cross-functional issue resolution.
• Use tools like SCCM and JAMF for device management and software deployment.
• Ensure compliance with software and hardware asset policies.
• Administer software updates and patch non-compliant devices.
• Manage devices in Azure AD and On-Prem AD environments.
• Maintain endpoint protection tools and understand login scripts and Group Policy Objects (GPOs).

Skills:

• Strong knowledge of Windows and macOS platforms.
• Expertise in Microsoft O365 applications.
• Experience with SCCM, JAMF, Azure AD, and On-Prem AD.
• Familiarity with EDR/antivirus tools and GPOs.
• Excellent problem-solving, communication, and customer service skills.