Summary: Responsible for supporting associates by setting up or replacing workstations and peripherals, processing new hire and separation requests, and documenting tasks or tickets. Provides timely Level I technical support for all onsite and remote end-users, with a focus on excellent customer service.
Job Duties
Image workstations with default operating systems using Microsoft System Center Configuration Manager to prepare for deployment to associates.
Coordinate and communicate with associates to replace leased workstation equipment, ensuring accurate transfer of data and software applications.
Triage, process, communicate, escalate, and resolve Level I tickets through the IT helpdesk ticketing system.
Schedule and coordinate with vendors to replace or repair hardware issues.
Maintain and process user account and computer changes in Active Directory, including archiving user data.
Wipe data from leased workstations using enterprise software and prepare for shipment to vendors.
Set up and configure Windows desktops/laptops or mobile devices for new hires.
Perform hardware troubleshooting, including workstations, mobile devices, and peripherals (printers, keyboards, monitors, etc.).
Install, configure, and support enterprise applications such as Microsoft 365 (Outlook, Word, Excel, SharePoint, OneDrive, Teams) and Adobe Creative Suite.
Follow company and IT procedures for processing incidents and changes within the IT environment.
Participate in departmental meetings and perform assigned tasks or projects from IT management.
Maintain IT hardware inventory, including workstations, monitors, docking stations, and printers.
Understand and manage single sign-on (SSO) and multifactor authentication technologies.
Adhere to applicable laws and regulations, follow Quality Management System processes, and demonstrate ethics and integrity across all levels of the organization.
Perform additional duties as assigned.
Qualification Requirements
Desired Qualifications
Excellent listening and interpersonal skills with the ability to work effectively with all levels of personnel.
Basic technical knowledge, problem-solving skills, and troubleshooting focused on Microsoft products, computer hardware, mobile devices, and networking.
Ability to prioritize tasks, follow instructions, and work effectively in a fast-paced, dynamic environment.
Strong ability to work independently or within a team-oriented setting.
Required Qualifications
Bachelor's or Associate degree in Computer Information Systems or a related field.
Up to one (1) year of experience in IT help desk, support, or customer service in an enterprise organization.
Basic understanding of IT technology, including computer hardware and Microsoft products (e.g., Microsoft 365, Windows 7/10/11).
Strong customer service skills.
Effective written and verbal communication skills.
Physical Requirements
Extended periods of computer use.
Prolonged periods of sitting, standing, walking, or speaking.
Moderate lifting, up to 50 lbs.
Repetitive tasks, such as imaging workstations or setting up equipment.
Desired Skills and Experience Technical Support Help Desk Customer Service Ticketing Systems Windows Office 365