Description

You will provide technical support and troubleshoot hardware and software issues in a multi-layered client-server environment.

Responsibilities

• Resolve tickets independently within agreed SLAs to maintain high First Call Resolution rates.
• Perform root cause analysis for on-call escalations and complex technical issues.
• Collaborate with laboratory technicians to assist with software installation and maintenance.
• Manage knowledge base updates and provide coaching or training to junior analysts.
• Liaise with multiple vendors, partners, and internal teams to resolve technical blockers.

Required Skills

• 5+ years of experience in desktop support and technical troubleshooting.
• Proficiency with TCP/IP, Ethernet, and Serial interface standards.
• Hands-on experience with JAMF, Microsoft SCCM, and Microsoft Intune.
• Experience managing FileVault Disk Encryption and mobile device security.
• Solid understanding of Active Directory and Change Management processes.
• Expertise in diagnosing complex hardware, software, anti-virus, and wireless communication issues.
• Strong documentation skills and ability to interact with faculty, administrators, and staff.

Preferred Skills

• Experience ensuring desktop interconnectivity with file servers, email servers, and application servers.

Key Skills

Education

Any Gradute