Description

You will provide technical support for hardware, software, and peripheral devices to field staff and central office users.

Responsibilities

• Provision new workstations and peripherals, including monitors, docking stations, and I/O devices, for new hires and internal refreshes.
• Manage and monitor customer IT issues using ServiceNow, Ivanti, and SharePoint.
• Troubleshoot software and hardware problems on desktops, laptops, tablets, and printers via phone, in-person, or remote control.
• Perform root cause analysis, advanced problem management, and escalations to resolve technical issues.
• Create job aids and documentation for internal staff regarding SharePoint, OneDrive, and Office products.

Required Skills

• 3+ years of experience in a customer service professional role.
• 3+ years of experience supporting Windows-based enterprises, specifically Windows 11, Office 365, Teams, and OneDrive.
• 3+ years of experience using IT ticketing and tracking tools.
• Proficiency with ServiceNow, Ivanti, and SharePoint.
• Experience managing and administering desktops, laptops, and tablets.
• Knowledge of Active Directory, command line tools, and basic networking.
• Ability to perform root cause analysis and document remedies.
• Experience with software packaging and deployment.
• Strong investigative and research skills.

Preferred Skills

• Experience with Landesk Management Suite.
• Experience assisting end users with mobile devices and printers.

Key Skills

Education

Any Graduate