Overview
What you'll bring
Prior Service Desk or Desktop Support experience required One year of desktop-based hardware support experience preferred Incident Management experience - ServiceNow Basic user & security group Active Directory administration knowledge Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and 11 Experience with using and troubleshooting Office 365 and Gmail (permissions, calendaring, delegation) Experience with using and troubleshooting Collaboration & Productivity tools such as: Zoom, G-Suite, & Slack Familiarity supporting MFA and VPN issues Familiarity with wired and Wi-Fi Networking
How you will lead
Troubleshoot software, hardware and connectivity issues remotely. Troubleshoot video conference issues. Ability to understand & articulate root cause on customer issues. Log all Service Desk contacts into Incident Management System (ServiceNow) Experience with installation, upgrade, and maintenance of software, hardware, and peripherals. Familiarity with encryption and security tools and triage within this environment. Assist customers in gaining access to various systems and servers. Provide support for remote employees using Island Secure Browser, Microsoft Cloud PC, Zoom, and Amazon Connect. Deploy/patch software using WorkspaceOne UEM, Nexthink, and Zoom Remote Control. Communicate call trends and challenges during team meetings. The ability to take on small projects from start to finish Knowledge Base and process documentation skills. Work closely with the team to resolve or properly close aging tickets. Showcase extreme ownership when managing issues, allowing for clear documentation and tracking of progress towards resolution. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Analyze and resolve incidents with a goal of 90% First Call Resolution
