Responsibilities
- Diagnoses and resolves technical problems related to desktops, laptops, software (including Microsoft 365), and network connectivity.
- Provides user access management and administration for the company’s various business solutions.
- Procures, configures and deploys PCs and laptops to include deploying Microsoft Intune.
- Provides exceptional technical support to users, guiding them through procedures and troubleshooting steps. And where technical issues cannot be resolved, escalates and coordinates issue mitigation with the appropriate third-party support organizations.
- Assists with the deployment of software and hardware updates.
- Maintains and monitors IT security services and responds to security incidents.
- Maintains the corporate networks and firewalls (Sonicwall).
- Develops and maintains user guides, knowledge base articles.
- Collaborates with other IT professionals and vendors to resolve complex issues or implement new technologies.
- Resolves issues that arise and escalates when appropriate.
- Other duties as assigned.
Qualifications
- Proven ability to diagnose and troubleshoot complex technical problems related to desktops, laptops, software, and networks.
- Strong understanding of Microsoft 365 administration and deployment (including Intune).
- SonicWall, end point protection, security awareness training, and Microsoft 365 related security.
- Clear and coherent communication and interpersonal skills, with the ability to explain technical concepts to users of varying technical backgrounds.
- Excellent customer service skills and a commitment to providing exceptional user support.
- A problem-solving mindset and a passion for continuous learning of new technologies.
- A team player with a collaborative spirit.
- Work independently and exercise judgement on decision making and issue resolution.
- Navigate competing priorities and effectively work in a fast-paced environment.
- Manage information flow in a timely and accurate manner.
- Maintain confidentiality of sensitive information pertaining to the business and personnel.
- Exhibit growth mindset and team-orientated behaviors.
- Collaborate with professionals internal and external to the company and across geographic locations
Screening Criteria
- High School Diploma or GED required.
- Minimum of two (2) to four (4) years of experience in a progressive technical support role or other relevant IT experience.
- Must have a stable employment history.
