Duties & Responsibilities:
a. Respond to service requests and service incidents reported by staff via phone, email, or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.
b. Ability to provide tier 1 and tier 2 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory.
c. Ability to provide tier 1 and tier 2 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
d. Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.
e. Interact with network team and application development teams to restore services and/or identify and correct issues.
f. Simulate or re-create user problems to resolve incidents.
g. Recommend system modifications to reduce user problems and service incidents.
Required Experience: At least five (5) years of experience in the following:
a. Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;
b. Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;
c. Configuring, imaging, and deploying Windowsbased laptops, printers, and desktop assets;
d. Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
e. ITIL v4 Foundation
f. CompTIA A+ certification
Preferred Experience: At least five (5) years of experience in the following:
a. Endpoint protection and management tools such as CiscoAMP, Absolute, or HP SureClick;
b. IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.
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