Address
Form of workESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provides excellent customer service to problem resolution within established SLAs.
- Strong Communication with end users to understand and troubleshoot issues. Ability to communicate with both technical and non-technical stakeholders. Own the customer support experience by helping design and implement solutions to technical problems.
- Assess complex problems, collect data, establish facts and document detailed and accurate information about issues. Notate all troubleshooting and resolution steps into ticketing system.
- Proactively identifying areas for support improvement to enhance the end-user experience, reduce support volume, and streamline service offerings.
- Perform installation, repair, upgrades, and troubleshooting of technical equipment.
- Preventative maintenance including remote software patching to ensure security and stability.
- Familiarity with automation of software installs, updates, and patches using RMM, or other similar deployment technology helpful.
- Experience working with remote sites or multiple locations is a plus.
- High detail to maintaining IT Corporate Security Standards with an emphasis on Cyber Security.
- Documenting processes and updating out of date processes on Internal SharePoint Sites.
- Experience working with outside vendors and maintaining agreements, quotes, etc. helpful.
- Manage Telecom devices, currently Mitel desk phones and Verizon mobile devices.
- Ability to work with minimal supervision and hold themselves accountable.
- Lots of opportunities for project work exist depending on areas of interest for candidate.
BASIC QUALIFICATIONS
- 5+ years of relevant experience.
- A strategic thinker with a strong technical and business acumen, capable of building effective cross-functional relationships.
- Proven troubleshooting skills with Windows OS, Office365, and A/V systems.
- Familiarity with asset management, tracking, and deployment processes.
- Ability to quickly learn new technologies with minimal guidance.
- Thrives on technical challenges and derives satisfaction from resolving them.
- Demonstrates technical depth and the ability to analyze support data to identify trends for insights and drive overall product and operational improvements.
ESSENTIAL KNOWLEDGE, SKILLS, & ABILITIES
- Active Directory, Azure AD/Entra ID and Windows Server skills including understanding permissions, Group Policies, backups/DR, etc.
- Scripting, PowerShell, or basic programming experience is a plus.
- Office365 admin skills with related apps such as Outlook, Teams, OneDrive, & SharePoint.
- Inventory / Asset Management.
- Experience with VMware or other Virtual Infrastructures.
- Experience with Pala Alto Firewalls, Aruba Switches and Access Points.
