Description

You will own the technical support and hardware configuration for onsite and remote users.

Responsibilities

• Image and configure laptops and desktops for distribution to users and special projects.
• Diagnose and resolve hardware, software, and network issues via telephone, email, chat, or remote tools.
• Manage user account provisioning and administration activities.
• Document all problems, work requests, and resolutions within the ticketing system.
• Escalate complex technical issues to 2nd and 3rd level support staff.

Required Skills

• 5+ years of experience in help desk, voice customer service, or technical support.
• Hands-on experience with Windows operating systems including Windows 10, 7, Vista, XP, and 2000.
• Experience managing Windows Servers (2000, 2003, 2008) and Active Directory.
• Proficiency with Exchange 2003/2007 and MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, Visio, Lync).
• Experience using ITSM tools such as Remedy, Client Service Center, or ServiceNow.
• Ability to troubleshoot Java, Flash player, VPN, and remote dial-in connectivity.
• Proficiency with remote desktop tools like SMS, Bomgar, WebEx, or Live Meeting.
• Support experience for laptops, desktops, printers, and mobile devices (iPhone and Android).

Preferred Skills

• CompTIA A+, MCP, MCSE, MSCA, HDI CSS, or Cisco certifications.
• Knowledge of ITIL V2 or V3 frameworks, specifically Incident, Problem, and Change Management.

Key Skills

Education

Any Graduate