JOB RESPONSIBILITIES

• Field incoming help requests via both phone and work orders in a courteous manner.
• Document all requested information in ticketing system as well as details to troubleshooting steps and resolution.
• Keep track of recurring issues and create KBs to reflect solutions to problem management incidents.
• Access software updates, drivers, knowledge base, internet searches to aid in problem resolution, and escalate any problems to our Teams chat channel for assistance.
• Resolves technical issues with operating systems, hardware, software, and network connectivity. Answer end-user technology questions on site and provide general information regarding departmental computing policies and service agreements.
• Perform firsthand fixes at the desktop level, including installing, configuring, and troubleshooting desktops, laptops, printers, multifunctional copier/scanners, mobile devices, and upgrading of software.
• Break-fix best practices for workstation hardware, applications, mobility, full network connectivity, and user configuration.
• Perform post-resolution follow-ups to help requests and provide clear ownership. Resolve incidents assigned by the team according to agreed-upon SLAs and SOPs.
• Develop knowledge base articles and guides for end users.
• Application packaging, desktop patching; install, upgrade, replace and replace user workstations.
• Maintain inventory, imaging requirements, and update asset management system.
• Configure and maintain mobile device management solutions, troubleshooting hardware and software issues, and ensuring compliance with security policies. Install and support Microsoft 365 applications becoming knowledgeable of the products and tools to help support end user questions or issues that may arise.
• Maintaining and troubleshooting VoIP devices, Teams Meeting Room devices (AV equipment), and devices along with them (headset, cameras, sound bars, etc.)
• Assisting with connecting from home using Cisco AnyConnect VPN and/or Citrix. Must possess knowledge of VPN clients and troubleshooting.
• Account configurations for Remote Access.

QUALIFICATIONS FOR POSITION

• Preferred Bachelor's Degree in the field of Computer Science and two years or more related work experience; significant relevant experience can be substituted for formal education.

• Minimum 2-3 years of hands-on IT experience (Azure AD, On-Premises Active Directory, O365, Windows 10/11, DNS/DHCP, Microsoft Authenticator) as well as previous experience in Level 2-3 support.

• 2+ years of physical telecom/network experience (Cat 5e/6 cabling, punch down and termination, network rack installation, cable testing and diagnosis, general network troubleshooting)

• Knowledge of Windows 10/11 and Microsoft 365 tools and understanding of Microsoft patching cycles and policies and best practice processes. Including Microsoft 10/11 and Mac OS X Ventura, Sonoma, and Sequoia./13

• Working knowledge of a range of diagnostic utilities and systems, including Active Directory, Azure AD, Intune, RSA, SCCM, OWA.

• Understanding of Configuration Management, MDM, and Deployment methods with SCCM.

• Experience with multifactor authentication and mobility services using MFA and Intune.

• Prior experience working in a customer service environment, support center, or desktop support.

• Experience with an IT Service Management ticketing system using Remedy Helix.

• Perform installs, moves, add, changes and decommission of computer equipment including Data and Application Recovery.

• Knowledge of using remote management tools such as LogMeIn and GotoAssist.

• General knowledge of supporting Apple OSX and iOS with experience of imaging Macs and setting up Mobile devices.

• Ability to plan and prioritize work while responding to rapidly changing priorities.

• Strong written and oral communication skills.

• Team player who enjoys working collaboratively as part of a group as well as working independently to produce results.

Security:

· Installation and security updates for FireEye, Qualys and Crowdstrike.

· Troubleshoot application issues, including data encryption, file repair, hard disk diagnostics, and viruses.

· Experience with encryption and management tools using BitLocker and FireVault.

· Granting Level 1 and 2 Admin access using LAPS UI for hardware and software additions.