The ideal candidate will be responsible for providing technical support to end users over the phone/e-mail/ticketing system, communicate efficiently, accurately, courteously, verbally and in writing. These include but are not limited to Desktop Support, IT Network Infrastructure and other related IT Management tasks.

While this is a technical support position, we are looking for someone with experience not only resolving IT issues, someone with the right attitude and who is capable of bring process improvements, business solutions and well proficient in documenting IT process and procedures.

Note: The person in this position will be primarily handling escalations and solving very technical issues but could be working in any other IT tasks any given day.

Principal Responsibilities

• Identify, diagnose and log all help desk interactions including incident category and priority.
• Manage the administration of the ticketing system, ensure appropriate documentation.
• Resolve all issues using standard practices, procedures and company approved troubleshooting tools and workflow processes.
• Manage delegation/escalations of incidents.
• Work closely with IT members and sub-contracted/outsourced to ensure a collaborative support structure.
• Responsible for tracking and ownership of incidents until final resolution, customer satisfaction.

Other Functions

• Support multi-functional equipment, printers, scanners, peripherals and VoIP telephony.
• Setup computers (desktops/laptops) new users’ setup.
• Create user access and security permissions for office door security
• Provide system support for video conferencing systems and corporate meetings

Educational Requirements

• Four (4) year Degree in Computer Science, Information Systems/Technology Degree or related field.
• Preferred with one or multiple core certifications such as; A+, Network+, MCTS/MCITP, CCNA

Experience

• 3/4 years user/desktop support in a helpdesk environment and Incident Tracking Systems
• Understanding of Service Delivery best practices.
• Current knowledge and 3+ years’ experience in LAN/WAN-based hardware, software and technology.
• Strong knowledge in Client/Server environments, including networked business applications
• 3/4 years in Windows Servers platforms such as, active directory objects, credentials management
• Windows OS; Windows 8/10, Windows Server 2008/2012/2016, Terminal Server, Remote Server
• Microsoft Cloud services, Office 365, Office/SharePoint Online and OneDrive.
• Microsoft Office products including Outlook, Word, Excel, Power Point

Experience
Required

• 3 year(s): Microsoft Cloud services, Office 365, Office/SharePoint Online and OneDrive.
• 3 year(s): Windows Servers platforms such as, active directory objects, credentials management
• 3 year(s): LAN/WAN-based hardware, software and technology.
• 3 - 5 years: User/desktop support in a helpdesk environment and Incident Tracking Systems

Education
Preferred

• Bachelors or better in Computer Science or related field

Licenses & Certifications
Preferred

• Network+
• A+
• MCTS/MCITP
• CCNA

Skills
Required

• Ability to work independently
• Interpersonal Skills
• Problem Solving Skills
• Communication Skills

Job Type: Full-time

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