Job Description
Job Description
Key Responsibilities:
- Collaborate with the Service Desk, Infrastructure, and Applications teams to troubleshoot and resolve Level 2 and 3 support issues reported by clients.
- Adhere to company and departmental standards for imaging, configuring, and supporting IT hardware, operating systems, drivers, accessories, audio/visual equipment, telecommunications, VoIP systems, printers, and both desktop and mobile phones.
- Deliver exceptional customer service by providing proactive desktop technical support.
- Engage in significant department and company-wide technology projects, including the testing and deployment of new equipment, applications, and systems.
- Track and manage support tickets and maintain an inventory of technology equipment as part of the service desk support platform.
- Deploy software applications on both physical computers and virtual desktop infrastructure (VDI) environments.
- Perform configuration changes, additions, and moves for the VoIP phone system.
- Set up and provide basic support for audio, video, and video conferencing needs.
- Liaise with vendor support teams to resolve technical issues.
- Work with procurement staff to purchase hardware, software, and other IT supplies and equipment.
- Travel to regional or project offices as needed to provide on-site support.
- Support IT needs during office moves, renovations, or acquisitions in collaboration with project teams.
Skills and Qualifications:
- Strong customer service skills in a fast-paced environment, with a keen attention to detail and a commitment to solving problems in a timely and professional manner.
- Excellent multitasking and prioritization abilities, balancing both support and project-based responsibilities.
- Strong organizational and analytical skills, with the ability to evaluate alternatives, make recommendations, and implement solutions.
- Effective communication skills, both written and verbal, with the ability to interact with technical and non-technical individuals at all organizational levels, from entry-level staff to executive leadership.
- Exceptional troubleshooting abilities, able to work independently and collaboratively within a team.
- In-depth knowledge of personal computing hardware and software, LAN/WAN, printers, copiers, and peripherals.
- Proficient with Microsoft Office 365, Teams, and SharePoint.
- Experience with user and device management in Microsoft Active Directory.
- Hands-on experience with Cisco VoIP phone systems.
- Expertise in deploying computer images, applications, and using support tools in Microsoft System Center Configuration Manager (SCCM).