Description:
The role will be exposed to multiple technology disciplines such as AV, Endpoint Management tools, Active Directory, O365, Exchange and will focused on accelerating the productivity needs of our employee base.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance / support over the phone, email or via the company ticketing system
- Take complete ownership of an end user problem, starting from request submission till resolution
- Investigate, diagnose, and solve varied Endpoint software and functionality problems
- Configure and deploy Forcepoint imaged Endpoints & additional software on computing devices
- Oversee Asset Management tracking and ensure that the inventory is kept up to date
- Identify and streamline legacy processes, leverage scripts to automate repeatable tasks
- Support Audio-Visual technology needs and troubleshoot Call quality and Video conferencing issues
- Support multi-function printers and scanners and troubleshoot basic hardware problems
- Oversee Audio-Visual arrangements on-site to support All-Hands, Webinars and other Executive events
- Liaison with multiple technology Vendors/Partners to identify, troubleshoot and eliminate end user concerns
- Oversee local Employee On-boarding and Termination processes
- Document procedures, corrective actions, and update knowledge base system
- Partner with cross-functional IT teams to assist with troubleshooting Major Incidents impacting IT services as needed
- Participate in Weekend On-Call support
- Lifting and shifting of IT peripherals up to 20 lbs
Experience
- 5 years of experience with Service Desk, End User Experience, or regional IT support role
- Exposure to certain technology platforms, such as Active Directory, Microsoft O365 and Exchange Online
- Exposure to Windows OS and MacOS based end user computing devices
- Basic understanding of concepts such as DNS, DHCP, IP, LAN, Wireless, Virtual Private Network
- Basic scripting knowledge using PowerShell
- Exceptionally strong written and verbal communication skills
- Have a customer-first approach, identify opportunities to mature service offerings to be self-served
- Passion for problem solving, with an ability to identify technological solutions to business problems
- Understanding of performance metrics, benchmarks and KPI’s
- Willingness to challenge and improve the status-quo and eliminate toil by streamlining processes and introduce automation as much as possible
- ITIL, JAMF & Intune related certifications a plus