Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs)
Utilize your comprehensive knowledge of computer hardware, software, mobile devices, printers, and other technology tools to troubleshoot, diagnose, and resolve complex issues. Provide high-quality end-user support while adhering to established operational and procedural measures
Manage user and device event tracking through global ticketing system
Collaborate closely with our esteemed executives, acting as their trusted technology advisor. Understand their unique needs and deliver solutions that enhance their productivity and effectiveness. Maintain a customer-centric approach to all interactions and foster strong relationships with the executive team
Provide technical and troubleshooting assistance related to MS Windows/Office and other desktop applications
Source computer hardware including devices, peripherals, and equipment, and coordinate approval as needed
Enroll and administer thin clients
Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers
Manage user/computer/group objects within Azure and on-prem Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions)
Provide limited technical and troubleshooting assistance related to the company's critical business systems
Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact
Assist with users becoming and remaining compliant with the company's IT security policies and minimum standards
Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures and guidelines)
Liaise with third-parties as it relates to any of the above
Requirements
Bachelor's Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred
One to three years of relevant experience
Self-starter who takes initiative and requires minimal supervision
Strong analytical and problem solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment
Customer focused with the ability to communicate and develop relationships with all levels of the organization
Excellent written and oral communication skills
Ability to multi task
Team mentality and the ability to work effectively with diverse stakeholders
Attention to detail
Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities
General understanding of how IT infrastructure supports business goals and objectives