Job Description
Job Description
Roles & Responsibilities:
- Handle Level 1 user support and requests to over 1000 employees, either on the telephone or deskside. Follow-up on all incidents and requests until they are completed and inform the user of successful completion or resolution.
- Support Workstations, Desktops, Laptops, Mobile Devices & Deployment of Hardware/Software
- Provide detailed documented histories of all incidents, including diagnostics performed and successful solutions.
- Create and maintain a knowledge base containing subsections for all supported software and hardware.
- Maintain the incident tracking database. Ensure that incidents are in a timely manner, regularly updated and entered in a clear and concise manner. Provide reports, as necessary.
- Maintain parts and consumable inventory, ensuring that minimum stocking levels are always available. Order consumables and parts from vendors with supervisor’s approval.
- Represent IT to user community in a professional and service-oriented manner.
- Provide IT Operations backup support when necessary.
- Work on special projects for IT senior management.
- Other duties as assigned.
Skills & Experience Required:
- Strong experience within a Windows 10/11 Enterprise environment
- Hardware image creation & deployment/components, troubleshooting
- Experience using JIRA or other ticketing systems
- ITIL Foundation Certification is a plus
- Desktop OS certification is a plus
- Exchange client support/OWA
- Phone support, remote support, desktop services
- User account administration/permissions