Help Desk Support / Remote

Skills: The skill level of this position requires the ability to act independently, work in a team environment, and have a highly advanced proficiency and competency in a variety of IT platforms and technologies. This role has various tasks, including troubleshooting of the Windows and Mac operating systems, COTS applications as well as numerous in-house developed applications, VPN connectivity issues, VDI connectivity issues, software removal and installation, hardware replacements and distributions, printer setups, basic networking issues, imaging desktops/laptops, and working with vendors to coordinate onsite repairs.
List of Skills:
1. Thorough knowledge and use of ServiceNow or understanding of asset management system
2. Expert knowledge and use of Windows OS and O365 Office products
3. Excellent customer service awareness and communication skills
4. Knowledge of hardware desktop, printer, scanner, video
5. Knowledge of software
6. Knowledge of imaging workstations using SCCM
7. Excellent troubleshooting and problem-solving skills
8. Ability to transport/lift boxes/equipment
9. Ability to work independently and as a member of a team
10. Knowledge of VPN setup, support, and install
11. Able to resolve technical issues with users over the phone
12. Knowledge of active directory use and privileges
13. Creating/modifying resource accounts in Active Directory
14. Use the Commonwealth User Provisioning and Self-Service (CUPSS) to add/remove/modify user accounts
15. Create/Update Distribution Lists in Active Directory
16. Password resets in Active Directory
17. Knowledge of wireless workstation setup and support
18. Ability to think and act under pressure
19. Good organizational skills
20. Excellent etiquette and professionalism