Job Description

Description:

• Confirm tickets are created for all client contacts.
• Confirm incoming tickets are accurately captured as either incidents (break/fix) or service requests.
• Maintain accurate tracking and recovery of IT equipment.
• Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones and other end-user peripherals.
• Create change tickets in support of end user-related changes. Perform scheduled changes or deployments and confirm accurate completion of change tickets.

Requirements:

• Minimum one (1) year of experience in IT Level 1 support, two – three (2-3) years’ experience in IT Level 1/Level 2 support preferred.
• Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.
• Experience supporting M365 applications, and email systems such as Exchange/Outlook.
• Experience supporting both onsite and remote users.
• Experience providing executive-level support.
• Strong troubleshooting, investigative and problem-solving skills.
• Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.).
• Experience imaging/deploying desktops, laptops and mobile devices.
• Experience supporting mobile devices using Intune or other MDM solution.
• Apple Certified Support Professional / Apple Certified IT Professional certification desired.