Support Technician

• Utilize ITIL-based processes to efficiently manage and resolve incoming incidents, service requests, and demands, ensuring timely and accurate issue tracking.
• Troubleshoot, analyze, and resolve hardware, software, and network issues, performing remote desktop repairs and minimizing escalations to Tier 3 support.
• Provide user support and basic training for common applications, system procedures, and office productivity tools.
• Collaborate with cross-functional IT teams - including network, systems engineering, and application development to restore services and address complex problems.
• Manage user accounts, access permissions, and perform special administrative tasks while maintaining clear documentation and adhering to security protocols.
• Work required shift from 9:30 AM to 6:00 PM as part of a coverage team operating 24x7 support, to include holidays. Training shift will be 7:00 AM - 3:30PM or 8:00 AM - 4:30 PM Monday through Friday for the first 2-3 weeks.

• High School Diploma with 6+ years of experience, an Associate's Degree with 4+ years of experience, or a Bachelor's Degree with 2+ years of experience.
• Experience resolving technical problems and answering queries via telephone or self-service involving hardware, software, networks, system/application access, and telecommunications.
• Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.
• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
• Familiarity with TCP/IP, general networking issues, virus scanning services, and desktop/laptop/peripheral support.

Demonstrates expertise in ITIL-based incident management, technical troubleshooting, and user support for hardware and software issues. Proficient in managing user accounts and adhering to security protocols while collaborating with cross-functional IT teams.

• ITIL Incident Management
• Technical Troubleshooting
• Windows Active Directory
• User Support for Windows 10
• Networking Knowledge

• Incident Management
• Technical Problem Resolution
• Remote Desktop Repair
• Configuration Techniques
• Debugging Techniques

• Collaboration
• Clear Documentation
• User Training

• Service Requests
• Access Permissions
• 24x7 Support
• Telecommunications

• Microsoft Office 2016
• TCP/IP
• Virus Scanning Services
• Desktop Support Tools