Address
Form of workTech comprehension
- Knowledge of Microsoft Windows operating system.
- Experience with supporting and administering M365 services.
- Comprehension of IT terminologies.
- Understanding of network topology.
- Security conscious and conforming.
Interpersonal skills
- Able to explain technical details to non-technical personnel in a clear and coherent manner.
- Develop or contribute to solutions that enable the team to perform to best abilities.
- Communicate clearly with both technical and non-technical team members.
- Accept responsibility and accountability of tasks assigned.
- Be dependable and understanding.
- Observant and willing to express and adopt new ideas.
Job functions
- Act as primary point of contact for IT incidents and requests, by responding and working on them in appropriate order to meet SLAs.
- Use judgment, critical thinking, technical expertise, and troubleshooting skills to diagnose end-user incidents to restore services or provide solutions.
- Educate employees on IT services and processes, including appropriate paths to engage IT.
- Analyze incidents to identify root cause problems.
- Track requests to identify trends to develop solutions.
- Maintain and manage IT inventory such as: hardware, software, licensing, contracts, services, etc.
- Responsible and accountable for user onboarding and offboarding process and procedure.
- Effectively manage end-user support queues within IT service management tool.
- Adhere and reinforce enterprise incident, problem, and knowledge management standards.
- Document actions and issues within IT Service management tool.
- Prioritize incidents and identify problems to effectively resolve end-user requests from local and remote locations.
- Maintain communication with clients to gather details such as: troubleshooting information, incident resolution, constructive feedback, testing process, etc.
- Provide end-user training, guidance, and assistance deskside, and via electronic communication (email, chat, video etc.) to various Pulice locations.
- Aid in writing, reviewing, and updating IT documentation, guidelines, and user-friendly manuals.
- Assist network team with troubleshooting and cabling of network equipment.
- Collaborate with team to request and review IT purchase needs.
- Setup and support conference rooms video/audio equipment for meetings.
- Administer national cellular provider online portals ensuring data is up-to-date and accurate.
- Contribute to maintaining mobile device assets and inventory using MDM tools.
- Setup IT equipment for new hires and hardware refresh.
Other Qualifications
- Basic project management skills and the ability to handle different tasks simultaneously.
- Experience supporting Microsoft technology, including Active Directory, Windows, M365 office Suite, help desk ticketing system.
- Be able to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical users and staff.
- IT Certifications or previous Help Desk experience a plus
Pre-employment background check and drug screening required.
Pulice Construction Inc is an Equal Opportunity Employer of Women/Minorities/Veterans/Disabled
