JOB SUMMARY:

Designs, maintains, and provides support for the desktop computing environment, delivers technical and software support to all end users (office and plant-based), and ensures proper computer operation so that end users can accomplish business tasks. Works in and understands the ACR server, storage, and networking environments.  

WHAT YOU’LL NEED TO BE SUCCESSFUL:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical Skills

·       MSFT Office365 – E5

·       Exchange Admin experience / Mail / OneDrive / SharePoint / Teams

·       Exchange 2016

·       MSFT Office Products suite support

·       Microsoft Active Directory and Group Policy Objects

·       VOIP Platform Support & Integrations (8x8 UCaas & Microsoft Teams Calling Platform experience preferred)

·       Laptop & Desktop Deployment

o   Ability to create and image Laptop / Desktops

o   PC refreshes

o   Hardware replacements

o   Provide support & implement software application installations

o   Laptop imaging using SCCM.

·       Microsoft SCCM

·       Microsoft Intune

·       Experience w/ remote desktop platforms (i.e. TeamViewer / RDP / VDI)

·       Incident Management – Responding, tracking, resolving, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)

·       Cloud experience

·       PC Encryption

·       Mobile Device support

·       Experience/exposure with Cisco AnyConnect VPN Platform

·       Asset Management experience.

Soft Skills

·       Individual with a strong customer service background and a positive outlook on problem-solving tend to excel in the position of a Desktop Support Specialist.

·       Professional written and interpersonal skills are essential when communicating with customers (internal & external).

·       Complete detailed reports listing requests for technical assistance & the steps taken to resolve them.

·       Assist management in creating training materials pertaining to computer troubleshooting and usage.

·       Extensive experience working with different operating systems including Windows & Mac OS.

·       Ability to prioritize and manage several milestones and projects efficiently.

·       Extensive experience configuring PCs and laptops, problem ticket resolutions and track problems using company ticketing system.

·       The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication.

·       Excellent time management skills to maintain high levels of customer service in a high-paced, heavy workload environment.

EDUCATION and/or EXPERIENCE

·       Associates Degree, Technical Training, or equivalent hands-on experience in providing end user technical support

·       Prior service desk experience

·       A+ or MCP (Microsoft Certified Professional) certifications preferred but not required

·       A high-level knowledge of computer hardware, operating systems and desktop applications, printers, Scan guns, remote access and remote-control software and data cabling

·       High-level understanding of customer service software, local area networks (wired and wireless) file, print and email servers, video conferencing and voice systems

HOW YOU’LL MAKE THE IMPACT:

Physical Device Support and Installations:

·       Perform installations, configurations, and upgrades of hardware devices including desktops, laptops, printers, and other peripherals.

·       Troubleshoot and resolve hardware issues, coordinating repairs and replacements as needed.

·       Conduct regular maintenance and ensure optimal functioning of all physical devices.

Microsoft Asset Management:

·       Manage and maintain the asset inventory for all IT equipment using Microsoft Management tools as well as Intune.

·       Track and document asset lifecycle from procurement to disposal.

·       Ensure compliance with company policies and standards regarding asset management.

Support Ticket Management:

·       Utilize support ticket tools to manage, prioritize, and resolve incidents and service requests.

·       Escalate issues to appropriate teams or vendors when necessary, ensuring timely resolution.

·       Document all support activities and resolutions in the ticketing system.

M365 Administration:

·       Provide advanced support for Microsoft 365 (M365) applications and services.

·       Manage user accounts, licenses, and security settings in the M365 environment.

·       Troubleshoot and resolve issues related to Email, OneDrive, SharePoint, Teams, and the M365 Office Suite.

Collaboration and Communication:

·       Work closely with other IT team members to ensure seamless integration of systems and services.

·       Communicate effectively with end-users, providing clear and concise instructions and updates.

·       Develop and maintain technical documentation and user guides.

·       Participate and contribute to team discussions reviewing open issues, project status updates, process improvements and toolset analysis.

·       Build and maintain positive relationships with vendors and service partners.

·       Manage vendor/partner contracts and service level agreements. (SLAs)

·       Oversee vendor/partner performance and ensure timely resolution of requests.

Customer Support:

·       Provide professional, patient, and courteous customer support, ensuring a positive experience for end-users.

·       Show genuine empathy towards user issues, demonstrating a commitment to developing effective solutions and fostering strong relationships with internal teams.

·       Utilize extensive troubleshooting experience to diagnose and resolve technical issues promptly, leveraging expertise in both hardware and software problem-solving techniques.

·       Create and maintain clear, accessible documentation and knowledge base articles.

·       Handle high-pressure situations with composure and efficiency, ensuring timely resolution of critical incidents while coordinating with other IT teams and stakeholders.

Continuous Improvement:

·       Stay up to date with the latest industry trends and advancements in technology.

·       Identify opportunities for improving support processes and tools.

·       Participate in training and development programs to enhance technical skills and knowledge.

·       Complete annual personal development online courses through company sponsored educational tools.

·       In addition to your core support duties, you will also have the opportunity to participate in various projects throughout the year. Such as: Deploying new technologies and rolling them out to end-users or Assisting with the development and implementation of new IT policies and procedures.