Overview:

On-site support tier 1&2 levels technical issues for remote or in-person end users. You must have excellent problem-solving skills, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Experience with Microsoft O365 services and desktop supports. Customer-oriented experience and strong patience to deal with difficult customers and issues. This position requires the candidate to be onsite full-time.

Responsibilities:

Duties and Responsibilities:

Responsible for problem intake through ServiceNow ticketing system, email, in person or other communication methods.
Accept initial trouble reports; providing problem documentation and reporting services; diagnosing and resolving desktop, printer, mobile device, and LAN hardware and software problems.
Maintain a high level of customer service by accepting and documenting complaints, managing customer follow ups and contacts, and providing proactive updates to customers.
Documenting Standard Operating Procedures (SOP) related to support.
Assist the customer through the problem-solving process and follow-up with resolution verifications.
Responsible for initial trouble report of LAN connectivity problems before escalating to network team.
Support Polycom Teams desk telephone.
Support onsite HP/Poly telephone and conference rooms AV equipment.
Must be able to participate in bi-monthly on-call help desk rotation. Responsibility includes:
1) delegation and assigning tickets during work week and 2) monitor and support high priority requests after hours.
Monitor site network equipment as needed.
Other duties as assigned

Qualifications:

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

An associate’s degree in computer science or related field is preferred.
Minimum of 2 years’ experience with desktop support.
Minimum of 1 year supporting Microsoft O365
Minimum of 1-year experience administrating Windows 10
Minimum of 2 years’ experience creating Active Directory accounts
Must have at least one CompTIA A+, CompTIA Network+ or current Microsoft Certification
Computer experience.

Teleworking Permitted?: false Estimated Salary/Wage: USD $20.20/Hr. Up to USD $36.00/Hr.

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