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Summary:

This position is primarily focused on desktop support responsibilities for executives, internal team members, and contractors. Escalation support, IT admin, access support, mentoring, and IT project implementation support.

What you'll do:

• Triage support request, assign and escalate as needed.

• Install, configure, and troubleshoot desktop/laptop systems and workstations including installation of the necessary software.

• Diagnose and resolve technical hardware and software issues relating to both PC/Mac platforms

• Perform troubleshooting on hardware, software and network connectivity issues for individual users and departments.

• Provide technical assistance to users on hardware and software applications at the desktop level.

• Analyze and resolve somewhat complex issues or escalate as needed.

• Expected to manage multiple requests/tickets and meet service level agreements

• Send/Receive items from purchases, RMAs, and site to site.

• Understand security and compliance requirements for the company.

• Participate in the testing and implementation of new hardware and software

• Provide day-to-day hands-on escalation support to Level 1 roles

• Analyze, research, and resolve moderately complex issues to or escalate as needed.

• Provide training/mentoring for level 1 IT role

• Expected to manage multiple requests and escalations and service level agreements

• Imaging workstations

• Onboard new hires to Sofi technology

• Understand security and compliance requirements for the company.

• Responsible for auditing inventory against asset management

• Troubleshooting Printers/copiers/fax machines

• Troubleshooting A/V equipment including wallboards.

• Participate in maintenance to keep systems updated with the latest patches.

• Knowledge and understanding of Tier 1 roles and responsibilities

• Setup, installation, and configuration of voice and data equipment on the telephony system.

• Participate in the planning and execution of ITSD related projects

• Responsible for managing IT hardware and software inventory.

• Plan, write, and process technical documentation for IT Service Desk and Sofi self-help resources

• Expected to manage multiple requests and escalations while meeting service level agreements

• Provide day-to-day hands-on escalation support for level 1 and level 2 IT roles.

• Analyze, research, and resolve moderately complex issues and partner with the appropriate escalation group when applicable

• Identify technical trends, proactively seek solutions, and report to Management when applicable

• Local project management and implementation support

• Elevated support access for systems like Rundeck, Utility server support, VPN support, MDT Support, and Zero Client Support.

• Provide day-to-day hands-on escalation support for level 1 and level 2, and level 3 IT roles.

• Manages escalation interaction with other supporting groups like NetOps, AMT, Techops.

• Provide reporting to stakeholders related to IT service desk projects and performance on a weekly basis

• Identify technical trends, proactively seek solutions, and report to Sr Management when applicable

• Serves as a back-up for driving service levels and performance for region/site/teams

• Helps with equipment procurement, refresh initiatives and inventory maintenance.

• Understand security and compliance requirements for the company.

• Knowledge and functional understanding of Tier 3 roles and responsibilities

• Understand security and compliance requirements for the company

• Knowledge and functional understanding of Tier 2 roles and responsibilities

• Level 1 and 2 Access Support

What you'll need:

• BA or BS degree preferred but not required.

• 3-6 Years of Service Desk Experience, customer service experience.

• 1-2 Years of leadership roles or project management.

• Strong in-depth knowledge with telephony phone systems (Avaya, Contractual, Digium, Cisco, etc.)

• In-depth knowledge of Windows and Mac OS systems in an enterprise environment.

• Desktop/Laptop hardware experience in both PC and Mac environments. A+ Certification a plus.

• Microsoft certifications a plus.

• Google Certification a Plus

• Superior Customer Service Skills.

• Good Verbal and written communication skills

• Ability to multi-task and work in a fast-paced environment.

• Must be a team player

• Must be able to lift 50 pounds.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Position Type/Expected Hours of Work

This is a full-time position and hours of work and days are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.