Description

You will provide on-site and remote technical support for hardware, software, and network infrastructure in a professional office environment.

Responsibilities

• Provide 2nd level escalation support to the Tier-1 Service Desk.
• Install, troubleshoot, and maintain desktops, laptops, printers, mobile devices, and VoIP systems.
• Manage and resolve ServiceNow tickets, documenting detailed break-fix steps and resolution according to SLA requirements.
• Support local and wide area networks, data storage, and Active Directory.
• Collaborate with vendors for hardware and software repairs, replacements, and troubleshooting.
• Assist with new project testing, deployment, and delivery.

Required Skills

• 3-4 years of experience in deskside support services.
• Proficiency with Active Directory, including managing OUs, machine accounts, and user accounts.
• Experience supporting Windows 10, VPN (Cisco AnyConnect), and macOS.
• Hands-on experience with Office 2016, Office 2019, and Office 365.
• Technical knowledge of DHCP, TCP/IP protocols, LAN connectivity, and Windows Security share permissions.
• Ability to troubleshoot WiFi, network outages, and patch cabling issues.
• Experience with VoIP telephony, specifically Avaaya IP Office, IX Workplace, or Agent Desktop.
• Familiarity with ITIL processes including Incident, Service Request, Problem, and Change Management.
• Proficiency using remote tools such as MS Configuration Manager or LogMeIn.

Preferred Skills

• Associate or college degree.
• Relevant certifications such as CompTIA or ITIL.

Key Skills

Education

Any Graduate