Job Description
What You Will Do:
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* This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone, email, and ticket entry.
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* Promote a high level of customer satisfaction through proper telephone techniques and respond with the appropriate amount of urgency to user problems.
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* New hire setup and orientation.
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* Assign username, password, and access right permissions for the computer systems and applications.
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* Identify, research, and resolve technical problems
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* Maintain appropriate documentation on procedures, configurations, and equipment inventory.
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* Oversee installation, configuration, administration, maintenance, and support of service/management applications or infrastructure components incorporated at clients existing or future computing infrastructure.
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* Monitor the ongoing operation and perform activities to assist with performance tuning, troubleshooting of hardware, OS, and application issues.
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* Support software/hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.
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* Network Cabling / Server reboots / general network troubleshoot.
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* Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)
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* Participates in 24/7 on-call rotation
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* Perform other duties as assigned by management.
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What You Have Done:
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* Excellent organizational, written, and verbal communication skills.
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* Minimum 5 years experience of Tier 2 desktop support.
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* Experience working in Active Directory, User Support and Group Policy support
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* Windows based computer literacy, and familiar with helpdesk procedures.
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* Knowledge of Microsoft Windows based software and troubleshooting techniques.
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* Knowledge of PC hardware installation, troubleshooting, and resolution techniques.
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* Ability to install and deploy Windows based PC's.
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* Possess working knowledge of the Microsoft Office O365 Suite, including: Word, Excel, and PowerPoint.
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* Microsoft Modern Workplace certification is desired.
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* Ability to lift up to 50 lbs.