Description

You will provide technical support and hardware/software troubleshooting for onsite and remote users.

Responsibilities

• Image and configure laptops, desktops, and printers for distribution to users and special projects.
• Diagnose and resolve hardware, software, and network connectivity issues via telephone, email, chat, or remote tools.
• Manage user account provisioning and administration within Active Directory and Exchange.
• Document all work requests, incidents, and resolutions using ITSM ticketing systems.
• Escalate complex technical issues to 2nd and 3rd level support staff and coordinate with external vendors.

Required Skills

• 5+ years of hands-on experience in desktop support.
• Proficiency with Windows client OS (Windows 10, 7, Vista, XP, 2000) and Windows Server (2008, 2003, 2000).
• Experience managing user accounts in Active Directory and Exchange 2003/2007.
• Practical knowledge of ITSM tools such as Remedy, HP Service Center, Peregrine, or ServiceNow.
• Ability to use remote desktop applications including SMS, Bomgar, WebEx, Live Meeting, and Windows native tools.
• Advanced troubleshooting of MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, Visio, Lync) and Adobe Acrobat.
• Experience supporting mobile devices (iPhone and Android) and VPN/remote dial-in connectivity.
• Ability to troubleshoot Java and Flash player issues.
• Skill in managing internet browsers including Chrome, Firefox, and Explorer.

Key Skills

Education

Any Gradute