This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone, email, and ticket entry.* Promote a high level of customer satisfaction through proper telephone techniques and respond with the appropriate amount of urgency to user problems.* New hire setup and orientation.* Assign username, password, and access right permissions for the computer systems and applications.* Identify, research, and resolve technical problems* Maintain appropriate documentation on procedures, configurations, and equipment inventory.* Oversee installation, configuration, administration, maintenance, and support of service/management applications or infrastructure components incorporated at clients existing or future computing infrastructure.* Monitor the ongoing operation and perform activities to assist with performance tuning, troubleshooting of hardware, OS, and application issues.* Support software/hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.* Network Cabling / Server reboots / general network troubleshoot.* Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)* Participates in 24/7 on-call rotation* Perform other duties as assigned by management. What You Have Done:* Excellent organizational, written, and verbal communication skills.* Minimum 5 years experience of Tier 2 desktop support.* Experience working in Active Directory, User Support and Group Policy support* Windows based computer literacy, and familiar with helpdesk procedures.* Knowledge of Microsoft Windows based software and troubleshooting techniques.* Knowledge of PC hardware installation, troubleshooting, and resolution techniques.* Ability to install and deploy Windows based PC's.* Possess working knowledge of the Microsoft Office O365 Suite, including: Word, Excel, and PowerPoint.* Microsoft Modern Workplace certification is desired.* Ability to lift up to 50 lbs.
