Required Skills & Experience
· 4+ years' Service/Help Desk experience (customer face to face experience) · Level 2-3 · Problem-solving skills · Account management using MS Active Directory/Azure · Support of PC and Mac OS - enterprise level · Mobile device manager - ABMF or something similar · Support of MS Office Suite/O365/Google Suite · Maintain accurate records using a ticket management system, i.e., ManageEngine, Zendesk, etc. --- NewsMax use zoho servicedesk, SLAs, updates or any ITSM · Understanding of current principles and practices of IT support · Familiarity of IT Service Desk functionality and maintenance procedures · Experience with IT consulting or customer service · Ability to work in a collaborative, cross-functional team environment · Printer/computer experience example: Map a printer with a pc · Endpoint management experience · Excellent Communication & professionalism
Job Description
rovide IT service desk and technical support to users · Tickets in the que so schedule with customers, compliance projects/backend, endpoints physically mapped out · Maintain in-house and remote computer systems, desktops, and peripherals. This includes installing, upgrading, and repairing all hardware and equipment while optimizing system performance. · Troubleshoot problem areas accurately and provide end-user training where required. · Evaluate and respond to service requests in a timely manner with a resolution. · Perform analysis and diagnosis of routine PC problems for end-users. · Recommend and implement solutions. · Install, configure, test, maintain, and troubleshoot end-user workstation software/hardware, networked peripheral devices, and networking software/hardware products. · Maintain an inventory of all IT assets including the history of hardware failure, repair, installation, and removal. · Construct and test customized configurations based on different platforms and operating systems. · Monitor and test PC performance and provide statistics and reports. · Maintain communications with end-users to ensure systems meet our needs With guidance, perform periodic system maintenance · Place vendor service calls to resolve hardware or software failures · Coordinate with end-users and technical staff to maintain systems that use industry best practices to meet our goals, while maintaining the security of the data, system, and network. · Produce metrics, project status reports, and operating status reports for management and team members · Perform and document routine problem analysis and resolution design for systems · Support, communicate, and defend the values and culture of the organization · Maintain and enforce network and information security in accordance with company policy · Extended or after-hours support is required · Occasional travel to other sites required <15%