Deskside and remote technical support for company users.
Level 2 escalation point for IT Help Desk incidents, ensuring timely resolution while meeting established service level agreements (SLAs).
Support and troubleshooting hardware, software, and connectivity issues involving desktops, laptops, printers, mobile devices, docking stations, VPN, IP telephony, and related peripherals.
Install, image, configure, deploy, and maintain Windows workstations while installing approved software and performing routine maintenance.
Support software applications.
Set up and support new employee workstation.
Maintain accurate documentation of incidents, assets, and resolutions.
Qualifications
Associate degree in Information Technology or an equivalent combination of education and experience.
5 years of desktop support experience
Strong knowledge of Microsoft Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.
Experience supporting:
ServiceNow or similar platform
BeyondTrust or comparable remote support solutions
Microsoft SCCM, Microsoft Intune, or other endpoint management tools
Experience supporting:
Adobe Acrobat and Nuance PDF
Microsoft Edge, Google Chrome, and Mozilla Firefox
iOS and Android mobile devices
VPN connectivity and IP telephony
Wireless networking across Windows, macOS, and mobile platforms
Desktop computers, laptops, docking stations, printers, and related peripherals