Seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
100% ON SITE Required from Day 1. Parking is NOT provided for contractors
ABOUT THE ROLE
Duties and Responsibilities: • Onboarding and offboarding both new and separating employees • Supports and maintains user account information changes including system access rights, security, and system groups • Manages and monitors customer IT issues using helpdesk tools - Keystone Edge (KSE), Shared Email Inbox, and SharePoint. • Provides support over the phone, in person, and using remote control tools • Acts as a liaison to ensure the delivery of high-performance IT support services • Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers • Provides recommendations to management for the improvement of systems and processes • Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource • Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs) • Performs software installations manually and via automated deployment tools and command line scripting • Creates documentation of work processes and procedures, and creates job aids for internal staff
Required Skills: • Strong customer service skills with a "Customer First" attitude • Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365 • Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones • Excellent research and investigative skills • Knowledge and experience in Active Directory, Group Policy (GPO), remote support tools, basic networking • Experience in working with help request tracking and reporting tools • Knowledge of IT concepts and trends and new technologies • Ability to troubleshoot hardware and software issues, and communicate solutions to customers both verbally and inwriting • Ability to communicate effectively verbally and in writing with individuals and groups • Basic understanding and knowledge of software packaging and deployment