Description

You will handle end-user support across applications, system administration, and network issues.

Diagnose, prioritize, troubleshoot, and resolve IT incidents reported via phone, chat, email, or walk-ins. Log all contacts and document activities and results completely within the incident management tool. Take ownership of user problems, resolving them and communicating progress timely. Handle helpdesk requests, ensuring adherence to service management principles. Provide basic and intermediate troubleshooting for service desk tickets.

Responsibilities

• Diagnose and resolve IT incidents reported via phone, chat, email, or walk-ins.
• Log all contacts and document activities and results completely within the incident management tool.
• Take ownership of user problems, resolving them and communicating progress timely.
• Handle helpdesk requests, ensuring adherence to service management principles.
• Provide basic and intermediate troubleshooting for service desk tickets.

Required Skills

• 12+ years of experience in IT helpdesk environments.
• Knowledge of ITIL Framework and terminologies.
• Expertise in Windows and Mac operating systems, including VDI environments.
• Familiarity with networking concepts: DHCP, DNS, TCP/IP, VPN.
• Proficiency in supporting standard applications: Outlook, MS Suite, O365, Zoom, Jabber, VPN.
• Experience with Windows Server, SCCM, Desktop Central.
• Ability to manage user accounts, including password resets and lockouts.
• Excellent verbal and written communication skills.
• Willingness to work in a 24x7 environment with rotating shifts.

Key Skills

Education

Associate Degree, Bachelors Degree