?Perform remote analysis, diagnosis, and resolution of potentially complex hardware and software issues for end users; follow pre-defined processes for resolution and escalation of issues where required.
?Configure, test, maintain, monitor, and troubleshoot end-user PCs, and related hardware and software in order to meet required service level targets.
?Installation of software using remote distribution software.
?Processing of request related tasks for account administration of several software systems.
Strategy & Planning
?Write technical knowledge documentation specifications for IT business processes and troubleshooting.
Acquisition & Deployment
?Utilizing an Incident Management system to receive and respond to incoming calls, emails and other contact methods regarding any IT problems or requests for service.
?Answer to and perform administrative requests in a timely manner as submitted.
?Manage email, messaging and collaboration connection solutions, including workstation connectivity, local area networks, and mobile phone services.
?Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance for multiple applications.
?Troubleshoot input/output devices, including printers and scanners.
?Analyze system, server, application, network, and input/output device performance.
?Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations.
?Exchange information and knowledge related to IT services with other departments within assigned locations.
?Coordinate with network engineering, business applications, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives.
?Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.
?Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT operations.
?Accurately document all activities that are performed with end users within the Incident Management system.
?Participate in special projects as requested.
?Working technical knowledge of current systems software, protocols, and standards, including Exchange Online, Active Directory, Cisco Networking, Cisco Unified Call Management, Windows 7/10
?Hands-on software and hardware troubleshooting experience.
?Experience with data management methodologies.
?Proven analytical and problem-solving abilities.
?Very keen attention to detail.
?Skilled at working within a team-oriented, collaborative environment.
?ITIL knowledge and certification is preferred
?Network + or A+ Certifications
Skills and Experience
?College degree in computer science, information sciences or related field and 1-2 years? experience OR 3-5 years? relevant industry including call center and/or desk-side experience
?Expert level knowledge of computer hardware and software systems in an enterprise environment.
?Familiarity with corporate Active Directory Environment
?Extremely proficient with technical troubleshooting methodologies.
?Experience in a high contact volume fast paced environment.
?Exceptional verbal and written customer service skills.
?Working knowledge of a range of diagnostic utilities used in the troubleshooting of technical issues.
?Willingness to adjust schedules in a mutually agreeable manner in order ensure proper coverage for helpdesk services (covering for teammates on holiday, etc.).
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