SUMMARY/ROLE:

The qualified candidate for this position will lead and manage a team of desktop support professionals providing Tier 1, 2, and 3 technical support of computer hardware, operating systems, mobile devices, video conferencing systems, peripherals, and applications. This position requires a qualified individual who possesses a positive attitude, organizational skills, a drive to focus and produce results, and the ability to lead a team to provide an excellent customer experience, while effectively managing customer relationships in a constantly changing and evolving environment. The qualified candidate will drive best practices and proactive consulting services to the client and be responsible for some reporting.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Administering Microsoft 365 tenant including Office 365, Azure AD, One Drive, Teams/Sharepoint, Endpoint Manager

· Zoom Administration

· Resolving Tier 2 end users’ issues for a geographically dispersed workforce for office-based and remote staff.

· Manage issues to root cause.

· Effective communication, responsiveness and timely resolution of incident and support requests

· Training SD staff to use related technologies so they may be more efficient and effective in their respective roles

· Actively coordinate and collaborate with team members and customer to understand, propose, and continuously implement service improvements to enhance the end user experience.

· Triage, escalate, and problem solve reported incidents

· Resolve escalated issues from team members

· Ensure customer and technical support knowledge base documentation is reviewed and kept up to date on a regular basis

· Responsible for maintaining and sharing knowledge across team of policies and procedures for hardware, software, and technical services

· Manage processes and interactions:

o Prioritizing/triaging work, taking into consideration skills required and estimated time to complete tasks

o Develop, implement, and ensure processes, procedures, and standards are followed

o Establish parameters for and monitor work quality and performance metrics

o Conduct root-cause analysis to identify systemic issues and prevent future incidents

o Create analysis and trending reports for assigned unit

· Oversee and coordinate project implementations such as upgrades and equipment installations

o Develop implementation plans and timelines of projects, provide status reports, exchange relevant risk and impact information with management and project teams, and meet timelines

o Ensure that the team adheres to client-established methods and procedures for responding to support requests

SKILLS, KNOWLEDGE, AND ABILITIES

· Subject Matter expertise in Office 365 and AD

· 2+ years of Office 365 administration experience for an organization of 300 end users or more.

· Ability to take direction from the client and perform at a high level

· Experience developing Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes

· Excellent customer service orientation

· Experience with IT service management methodologies such as ITIL

· Proven ability to lead teams to meet customer expectations

· Demonstrated ability to influence others to move toward a common vision or goal

· Demonstrated understanding of client relationship management, process improvement, and proactively promoting best practices in customer support

· Demonstrated communication ability in presentation and advanced writing skills (e.g., reflecting sensitivity to tone, audience, and situation)

Job Type: Contract

Pay: $30.00 - $35.00 per hour

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Jacksonville, FL 32258: Reliably commute or planning to relocate before starting work (Required)

Experience:

• VMWare: 1 year (Preferred)
• Linux: 1 year (Preferred)

Security clearance:

• Confidential (Preferred)

Work Location: One location

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