Day to Day Responsibilities of this Position and Description of Project:
- Flex between supporting customer calls/chats and performing on site(s) field services work for user technical assistance (dependent on demand and customer need)
- Configure, deploy, and support various computers, networking, phones, mobile devices, audio-video, and other equipment and software related to the end-user computing environment Also support PC refresh activities.
- Perform software installation and troubleshooting.
- Communicate and resolve issues in a professional and timely manner.
- Adhere to established SLAs for calls and tickets
- Assist users remotely using BeyondTrust application
- Troubleshoot issues related to Laptop/Desktop, Printers, Active Directory, and other IT applications
- Experience troubleshooting O365 Apps, internet browser, Network, VPN, Operating system, etc
- Documenting processes and maintaining knowledge base articles
- Use of knowledge base to identify solutions to user issues
- Collaborating with internal departments to ensure that IT needs are met
- Escalate, if required, unresolved problems to a higher level of support
- Diagnose & troubleshoot all IT related issues for Desktops, Laptops, Mobiles through remote access. MAC experience a plus.
- Installation, configuration and troubleshooting Office 365 products, Windows 10, Microsoft Authenticator, VPN, wireless, mobility, software deployment
- Troubleshoot issues related to hardware, network connectivity, printers, and software applications
- Working knowledge on Active Directory, group policies, Share drive, DNS, Network Permissions
- Engage service providers to solve other IT infrastructure issues
- Ensure compliance with all BSC policies & procedures in all related areas
- Troubleshooting for known errors and workarounds
- Self-motivated to find solutions to customer issues under guidance from senior members of the team
- Provide support from within the office (this is not a remote position)
- Assist with various projects as needed
- Ability to participate in on-call weekend rotation support
- Ability to lift 40 pounds
- Other duties as assigned
Required Skills (top 3 non-negotiables):
- Organizational Skills
- Leadership Skills
- Ability to follow procedures
Preferred Skills (nice To Have)
- Service Marketplace
- Supervisory Skills
Software Skills Required:
Ticketing System
