Description

Provide technical support to end users for hardware, software, and systems via telephone.

This role is on-site.

Responsibilities

• Resolve computer software and hardware problems by guiding users through diagnostic procedures.
• Create and escalate Remedy trouble tickets to Tier 2 staff or third-party providers.
• Reset or restore mainframe, LAN, and user IDs and passwords using RACF or Active Directory.
• Coordinate product repairs by dispatching and tracking work from service providers.
• Research and update reference publications and diagnostic aids to resolve end-user issues.

Required Skills

• 5+ years of IT Service Desk or Call Center experience.
• Experience with Windows 7 and Microsoft Office 365.
• Proficiency in troubleshooting Office 365 within a network (permissions, calendar sharing, delegation).
• Basic Active Directory administration for users and security groups.
• Experience using call tracking and ticketing software.
• Strong knowledge of Microsoft-based operating systems.
• Ability to support users with limited technical knowledge.
• Strong written and spoken communication skills.

Preferred Skills

• Detailed organizational and documentation skills.

Key Skills

Education

Any Graduate