Help Desk Tier 1

Responsibilities

• Provide Level One technology support via calls and tickets including incident management, diagnosis, escalation, tracking and resolution to office and remote personnel.
• Actively monitor regional office and jobsite networks. Identify potential issues and proactively work towards resolution.
• Moderate Active Directory administration including user account creations.
• Moderate Microsoft Exchange administration including mailbox and calendar creation.
• Dispatch service vendors for hardware warranty items as directed by the organization's procedures.
• Document all support activities in a ticket tracking database.
• Work within documented SLA’s regarding call backs, escalations, status updates and resolutions.
• Work closely with other IT Teams to resolve incidents or determine when escalation of a support issue is necessary.
• Actively participate in security efforts and remediate endpoints and user accounts that may have been compromised.
• Assist in developing documentation to improve communication and service delivery.
• Follow established processes and standards. Identify and propose potential process improvements.
• Opportunity for additional projects and responsibilities to contribute to professional growth.

• Desire to provide excellent customer service and positive support experience for customers.
• 1-2 years of previous help desk experience preferred.
• Bachelor’s or Associate’s degree preferred but not required.
• Ability to communicate in a clear and concise manner in all verbal and written communications.
• Excellent analytical and problem-solving skills.
• Intermediate knowledge of networking, computer hardware, identity management software and cloud computing required.
• Knowledge of Active Directory, Microsoft Exchange, Microsoft Office including Outlook, Windows 10/11, and Office 365.
• Desire to provide online learning or training for customers.
• High level of professionalism.
• Desire to work with other IT Teams and the ability to work independently in an efficient and effective manner.
• Strong time management and organizational skills including the ability to successfully multitask.
• Motivated to acquire and develop new knowledge and skills.
• Experience preferred with Mobile Device Management (MDM) software and supporting mobile devices.
• Experience preferred with video conferencing hardware and software.