Job Description:
This person will be a providing Tier 1 support to internal employees.90% of the support time is on the phone.
Requires a bachelor's degree in IT or related field AND a minmum of 2 years of current related experience; or an equivalent combination of education and experience.
- Experience with a Call Management and ticketing system;
- Experience troubleshooting and resolving Windows 7 &10, Microsoft Office 2016/365 issues. Including Microsoft Project and Microsoft Visio ;
- Experience installing/uninstalling software and troubleshooting issues;- Experience with Active Directory (resetting passwords, creating and deleting groups) ;
- Experience troubleshooting two-factor authentication issues ;
- Knowledge and experience with computer navigation, functionality and terminology that can be demonstrated during troubleshooting ;
Must have strong written and verbal communication skills and ability to capture and document detailed issues and resolutions in a ticketing system ;
- Experience with SCCM Software Center ;
- Experience supporting Bitlocker and/or McAfee encryption products ;
- Experience with RSA Authentication Manager administrator role ;
- Experience supporting business application;
- Experience troubleshooting and resolving VPN issues;
- Experience remoting into an end users computer to troubleshoot and resolve isuses ;
- Available to be on-call after working hours on a rotational schedule ;
- Must be a US Citizen ;

•Must be available to work the time slots shown below.
The time slot will be assigned by the manager.
9:00am - 6:00pm Monday- Friday or
8:30am - 7:30pm Monday - Friday or
8:00am - 7:00pm Monday - Thursday or
8:00am - 5:00pm Monday - Friday

•Must be available to cover after hour on-call coverage and holiday coverage on a rotational basis.

THE FOLLOWING PRODUCT SPECIFIC EXPERIENCE IS DESIRED:
1. Experience with Microsoft Windows SharePoint
2. Experience supporting Blackberry Work
3. Experience using ServiceNow
4. Experience supporting and using AnyConnect
5. Experience supporting Cisco WebEX

Top 3 criteria/must haves for the position?
Exceeds 3 but all important for this role
• 1+ years of proven relevant Service Desk experience with in the past 3 years.
• 1 year minimum experience with a Call Management and Ticketing System
• 1-2 years of proven experience troubleshooting and resolving Windows 7 &10, Microsoft Office 2016/365 issues. Including Microsoft Project and Microsoft Visio
•Experience installing and uninstalling software
• 1-2 years of experience with Active Directory (resetting passwords, creating and deleting groups)
• Experience troubleshooting two-factor authentication issues
• 1 year minimum Experience providing support by Remote Desktop Connection
• Knowledge and experience with computer navigation, functionality and terminology that can be demonstrated during troubleshooting
• Ability to capture and document issues and resolutions in a ticketing system
• Excellent oral and written communication skills

Note: This is not a hardware repair technician position.
This is not a network or server support position.