Job Details
- Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs)
- Utilize your comprehensive knowledge of computer hardware, software, mobile devices, printers, and other technology tools to troubleshoot, diagnose, and resolve complex issues. Provide high-quality end-user support while adhering to established operational and procedural measures
- Manage user and device event tracking through global ticketing system
- Collaborate closely with our esteemed executives, acting as their trusted technology advisor. Understand their unique needs and deliver solutions that enhance their productivity and effectiveness. Maintain a customer-centric approach to all interactions and foster strong relationships with the executive team
- Provide technical and troubleshooting assistance related to MS Windows/Office and other desktop applications
- Source computer hardware including devices, peripherals, and equipment, and coordinate approval as needed
- Enroll and administer thin clients
- Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers
- Manage user/computer/group objects within Azure and on-prem Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions)
- Provide limited technical and troubleshooting assistance related to the company's critical business systems
- Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact
- Assist with users becoming and remaining compliant with the company's IT security policies and minimum standards
- Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures and guidelines)
- Liaise with third-parties as it relates to any of the above
Requirements
Bachelor's Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred
- One to three years of relevant experience
- Self-starter who takes initiative and requires minimal supervision
- Strong analytical and problem solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment
- Customer focused with the ability to communicate and develop relationships with all levels of the organization
- Excellent written and oral communication skills
- Ability to multi task
- Team mentality and the ability to work effectively with diverse stakeholders
- Attention to detail
- Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities
- General understanding of how IT infrastructure supports business goals and objectives
- Open to traveling if necessary
- HDI and ITIL Foundations Certification a plus