EDUCATION / CREDENTIALS / EXPERIENCE:

• 3-5 years of experience providing IT support to end users, including troubleshooting and resolving technical issues
• Two or more years of experience in a Helpdesk Corporate environment preferred
• Proficient in networking services such as DNS, DHCP, and basic connectivity troubleshooting
• Skilled in administration of Active Directory, implementing and troubleshooting Group Policy, and managing AD topologies
• Experienced in Office 365 administration and the Office product suite
• Advanced knowledge of electronics, PC architecture, and operating systems
• Extensive experience with current Windows operating systems
• Proven expertise in Remote Desktop Management, PC troubleshooting, configuration, maintenance, and printer troubleshooting
• Working knowledge of diagnostic utilities, including application error and system event logs review, ping, traceroute, ipconfig, and PsExec
• Understanding of VoIP technologies, including administration and troubleshooting
• Currently hold or willing to obtain certifications such as ITIL Foundation, CompTIA A+, and CompTIA Net+
• Excellent written and verbal communication skills
• Resourceful and able to take initiative in a dynamic environment

• Provide advanced support requiring elevated access
• Apply system analysis techniques to resolve technical issues with computer hardware, software, mobile devices, and telecommunication systems
• Triage and resolve escalated Tier 1 and Tier 2 requests, while developing an understanding of the Tier 3 escalation process
• Effectively test fixes to ensure issues are adequately resolved
• Perform post-resolution follow-ups to confirm problem resolution
• Fully document all pertinent end-user information, including name, department, contact details, etc., and ensure that all call resolution notes are appropriately entered
• Configure, maintain, test, and document Help Desk-specific applications and knowledge base, as well as document and monitor incidents and work requests per departmental procedures
• Solve complex problems independently or collaborate with Help Desk colleagues
• Answer, evaluate, and prioritize incoming requests for assistance
• Fulfill routine communication requirements, including system documentation and status reporting
• Utilize the Help Desk Ticketing system to document and manage client requests and issues
• Provide training to end users as needed on supported Microsoft technologies or contract-specific applications
• Follow and adhere to simple and complex instructions, including SOPs
• Create and update procedural documentation
• Potential to work weekends and holidays
• Perform other duties as assigned