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Form of work***This position is not eligible for remote or hybrid work. Candidate must be able to report to jobsite on a full time basis***
Essential Job Functions
•Use judgment, critical thinking, technical expertise and troubleshooting skills to diagnose end-user incidents torestore services or provide solutions
•Effectively manage end-user support queues within IT servicemanagement tools
•Respond and work on tickets in appropriate order to meet established SLAs effectively and consistently
•Adhere and reinforce enterprise incident, problem, and knowledge management standards.
•Document actions and issues in IT Service Management tool.
•Prioritize incidents and identify problems to effectively resolve end-user request form local and remote locations
•Provide end-user training and deskside assistance at various Dragados locations custom applications
•Provide end user training, guidance, and assistance deskside, and via electronic communication (email, chat, video etc.) to various Dragados locations
•Act as a primary point of contact for IT incidents and requests
•Educates employees on IT services and processes, including appropriate paths to engage IT for support
•Analyze incidents, problems, and requests to identify trends and solutions
•Prepare for deployment, maintain, and control IT assets inventory
•Responsible and accountable for user onboarding and offboarding process and procedures
• Looking for someone who is reliable with regular attendance
Requirements
•Basic project management skills and the ability to handle different tasks simultaneously
•Experience supporting Microsoft technology, including Active Directory, Windows,M365 office Suite, etc.
•Be able to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical users and staff
•High school and/or vocational training, bachelor’s degree preferred
Dragados is a Equal Employment Opportunity Employer
