Follows best practices for processes and procedures (ITIL process environment). Act as onsite operator for other technical and organizational teams to provide hands/eyes support as well as standard administration functions. Supports Microsoft Windows 7/8/10, Microsoft Office Suite 2000/2003/Office 365. Provides support on complex hardware and operating system software and typically involves certified systems engineers when additional support is needed. Resolves software and hardware desktop issues. Assists users by utilizing experience with wireless networking, remote access, and VPN. Supports Equipment/Software/Hardware moves/adds/changes. Stages/configures/installs desktop software utilizing SCCM. Updates all tickets assigned on a daily basis. Opens, tracks, updates and resolves incident and problem tickets. Ensures incident/problem ownership and promotes end-user satisfaction. Tracks activities of technical support specialists to whom tickets were assigned. Provides technical support and training to end-users. May provide guidance and work leadership to less-experienced technicians. Document work instruction for use by other technicians. Maintains current knowledge of relevant technology as assigned. Participates in special projects as required.
Required Function 2:
Qualified candidates will have an associates degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience. 3-5 years experience with hardware and software support, troubleshooting, system imaging, hardware break-fix support (i.e. laptops, desktops, and printers), refresh, and projects as well as excellent customer service skills in a corporate environment. Strong written and oral communication, and excellent customer service skills are required. Solid understanding of basic networking principles. Operational knowledge of the following: Active Directory and Group Policy, SharePoint, and Microsoft System Center products
Required Function 3:
Technical/Functional Skills: A+, MCSE, MCP certifications are a plus.