About Us:
Radiant Digital delivers technology consulting and business solutions for commercial and government clients.
Our flexible delivery model allows us to provide end-to-end solution delivery, single project execution, and, or strategic resources.
CMMI Maturity Level III and ISO 9001 – 2015 certified.
Responsibilities:
Required Technical Expertise:
1First-Level Support and Issue Escalation:
Functions as the primary interface for initial troubleshooting of software, hardware, and telephony systems, with proficiency in escalating Tier 2 and Tier 3 issues to appropriate IT specialists.
Ensures client satisfaction by providing high-level, clear communication channels and sophisticated problem-resolution techniques.
Analytical and Diagnostic Skills:
Applies methodical analytical approaches to diagnose underlying problems in desktop and network infrastructures during user interactions.
Expert in systematic troubleshooting and fault isolation across a range of IT assets.
3Ticketing System Management:
Manages and monitors the ticketing system (Cherwell), ensuring timely responses and proper ticket assignment.
Facilitates the creation and follow-up of service tickets, escalating complex issues as needed.
4Technical Proficiency:
Proficient in various applications including Cisco Communications, VPN software, Active Directory, Windows OS, and Microsoft Office suite.
Requirements:
Demonstrates troubleshooting capabilities for devices such as computers, printers, scanners, and telephones.
Understands network fundamentals, including firewall rules and LAN configurations.
Familiar with Cisco VoIP systems and cybersecurity principles to effectively identify and mitigate security threats.
5Hardware and Software Deployment:
Executes system upgrades, installations, and comprehensive hardware configurations, alongside reimaging within corporate IT standards.
Implements strict hardware asset management protocols and enforces security policies including user account controls and PCI compliance adherence.
6Network and Security Foundations:
Possesses an understanding of network infrastructure components, including PC firewall configurations and basic VoIP setup.
Enforces cybersecurity measures by recognizing and neutralizing threats in accordance with established organizational security frameworks.
7Emerging Technologies and Systems Management:
Working knowledge with Microsoft Intune for device and application management across diverse mobile ecosystems, including Android and iOS.
Familiar with document management systems such as ApplicationXtender, enhancing document storage and retrieval processes.
8Research, Documentation, and Knowledge Base Development:
Conducts targeted technical research using specialized search engines to enhance troubleshooting capabilities.
Crafts detailed service documentation and procedural guides to bolster service desk efficiency and knowledge sharing.
Proactivity and Multitasking:
Proactively addresses pending service requests and incomplete tickets.
Displays initiative and manages multiple tasks simultaneously
Additional Duties:
Willingly performs additional responsibilities to support the IT department’s objectives.
