Respond to Technical Inquiries: Receive and respond to technical support inquiries via various channels such as phone, email, TEAMS/chat, or in-person. Troubleshoot issues reported by users, identify root causes and provide timely resolutions or workarounds.
Remote Assistance: Utilize remote desktop tools (Kaseya and TeamViewer) and troubleshooting techniques to assist users remotely in resolving technical issues. Provide step-by-step guidance and instructions to users to troubleshoot and resolve problems independently when possible.
Escalation Management: Escalate unresolved or complex technical issues to appropriate internal teams, such as Tier 2 support or 3rd party managed service provider (MSP,) for further investigation and resolution. Follow escalation procedures and ensure timely communication with users regarding the status of their inquiries.
Employee Onboarding: Perform initial setup of computers, user accounts in various software systems, group memberships, data access permissions, and coordination of laptop shipping.
Ensure work is being carried out in a timely and proper fashion and per stated service level agreements (SLAs).
Oversee user system account additions, moves, and changes.
Perform other duties or special projects, as required, in support of the department's goals.
Responsible for maintaining an accurate inventory of computers, hardware, and software ensuring compliance with all internal policies and external licensing requirements
Qualifications:
2 years of experience
Windows a or XS
O365 or Microsoft Office
Basic Active Directory or Microsoft Entra ID (formerly Azure Active Directory)