Description

You will provide technical support to end users through phone, remote tools, and on-site visits to resolve hardware, software, and connectivity issues.

Responsibilities

• Troubleshoot end-user problems involving hardware, software, SSL VPN, network drive access, and network outages.
• Manage network accounts through Active Directory and perform weekly and quarterly access reviews.
• Coordinate software installations, upgrades, patching, and vulnerability remediation on PCs and VDIs.
• Manage Mobile Device Management updates and oversee Audio/Visual equipment in conference rooms.
• Submit ServiceNow requests for onboarding, offboarding, and hardware installations.
• Work with service providers to coordinate system maintenance and troubleshoot AWS VDI Workspace issues.
• Develop training materials and methods to assist users with various hardware and software applications.

Required Skills

• Experience with Active Directory.
• Proficiency with MS Office 365 Suite.
• Experience troubleshooting SSL VPN.
• Ability to manage CRM tickets and escalate issues to service providers.
• Experience with ServiceNow for request management.
• Ability to perform physical tasks including lifting and bending to move monitors and laptops.
• Strong analytical and problem-solving skills.
• Effective written and verbal communication skills for interacting with state employees and external customers.

Key Skills

Education

Any Graduate