Essential Job Functions:

Use judgment, critical thinking, technical expertise and troubleshooting skills to diagnose end-user incidents to restore services or provide solutions.
Effectively manage end-user support queues within IT service management tools.
Respond and work on tickets in appropriate order to meet established SLAs effectively and consistently.
Adhere and reinforce enterprise incident, problem, and knowledge management standards.
Document actions and issues in IT Service Management tool.
Prioritize incidents and identify problems to effectively resolve end-user requests from local and remote locations.
Provide end-user training and deskside assistance at various Dragados locations for custom applications.
Provide end user training, guidance, and assistance deskside and via electronic communication (email, chat, video etc.) to various Dragados locations.
Act as a primary point of contact for IT incidents and requests.
Educate employees on IT services and processes, including appropriate paths to engage IT for support.
Analyze incidents, problems, and requests to identify trends and solutions.
Prepare for deployment, maintain, and control IT assets inventory.
Responsible and accountable for user onboarding and offboarding processes and procedures.

Requirements:

Basic project management skills and the ability to handle different tasks simultaneously.
Experience supporting Microsoft technology, including Active Directory, Windows, M365 office Suite, etc.
Be able to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical users and staff.
High school and/or vocational training required, bachelor’s degree preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Dragados USA, Inc

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