Job Details
Responsibilities Include, but are not limited to:
Technical Support:
Provide second-level technical support to end-users regarding hardware, software, and network issues.
Respond to incident tickets and inquiries in a timely and professional manner.
Troubleshoot and resolve common IT problems, escalating more complex issues to higher-level support as needed.
User Assistance:
Assist end-users with system navigation, software installations, and basic IT-related tasks.
Educate users on IT policies, procedures, and best practices.
Guide users through problem-solving steps and provide clear instructions.
Documentation:
Create and update documentation for common IT procedures, troubleshooting steps, and solutions.
Maintain accurate records of support interactions, resolutions, and system changes.
Collaboration:
Collaborate with other IT teams and departments to address and resolve technical issues.
Communicate effectively with team members and management regarding ongoing support activities.
Security Compliance:
Adhere to IT security policies and protocols to ensure the confidentiality and integrity of data.
Report security incidents or breaches promptly.
Knowledge and Skills
Preferred relevant experience working with the Ivanti ITSM platform, or similar.
Knowledge of basic computer hardware, software, and peripherals including but not limited to:
Windows 10
Office 365
Microsoft Teams
SharePoint
Virtual Desktops (VMWare)
iPhone / iPad support
Active Directory administration
Microsoft System Center Configuration Manager (SCCM)
Printers / Copiers
Multi-factor authentication (DUO)
Bomgar (Beyond Trust) administration/monitoring
Teams supported AV and presentation systems.
Experience supporting users in ERP platforms (BST or Deltek) and HRIS systems (Workday) is desirable.
Working knowledge of a range of PC, network, and system diagnostic utilities.
Knowledge of imaging and software deployment methods.
Exceptional written and oral communication skills.
Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation and troubleshooting skills.
Conduct research into a wide range of computing issues as required.
Required Experience
Minimum of 2 years of related work experience.
Bachelors in information technology, related degree, or equivalent experience.
Experience working in a medium to large corporate environment.
Certifications in ITIL and/or Help Desk Institute helpful.
Experience with engineering applications helpful.
Personal Attributes
Proven analytical and problem-solving abilities.
Keen attention to detail.
Exceptional customer service orientation.
Ability to absorb and retain information quickly.
Highly self-motivated and directed.
Effectively prioritize and execute tasks in a high-pressure environment.
Ability to present ideas in user-friendly language.
Experience working in a team-oriented, collaborative environment.