Job description
- Provides superior customer service by being courteous, knowledgeable, and professional.
- Creates a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.
- Creates, manages, and resolves service requests using the IT Incident Management System
- Escalates incidents to correct higher level specialist when the need arises and work with the specialist to test all solutions and final resolutions.
- Grows the IT knowledgebase by using resolutions of successfully closed service requests to document effective steps for reproducing and resolving similar incidents.
Utilizes enterprise level knowledge of Operating Systems and Directory services to troubleshoot and resolve customer issues.
- Windows 10
- Mac OS
- Windows Server
- Azure Active Directory
Utilizes knowledge of Microsoft Azure services to manage corporate endpoint devices in a largely remote environment.
- Microsoft Intune
- Microsoft AutoPilot
- Microsoft Endpoint
- JAMF (Mac OS management software with Intune integration)
Utilizes Office 365 administration knowledge to maintain a diverse range of Modern Workplace solutions in line with customer needs.
- Microsoft Exchange Online
- Microsoft SharePoint
- Microsoft OneDrive
- Microsoft Power Bi
Employs skills to manage hardware assets of diverse functions and their necessary connectivity requirements.
- Printers
- Conferencing devices and audio visual hardware
- Network and connectivity management tools
- Access control devices
Provides enterprise level software management, installation, and troubleshooting support.
- Office 365
- Adobe Suite
- Development tools (ADO, Visual Studio, Etc.)
- Other bespoke or unique solutions for departments or individual customers
Tracks corporate assets through IT asset management system and processes
- Device Intake
- Device Assignment
- Device Returns
- Device Retirement
Requirements:
- Minimum 2 years of work experience in an IT Desktop Support role
- At least one introductory level IT certification (A+, Google Certified Support Professional, Microsoft MTA, Microsoft Fundamentals Certification)
- At least one Secondary level IT certification (Cisco CCNA, Microsoft Role-Based Cert.)
- In depth expert knowledge of information systems (Windows operating systems, Mac OS, Microsoft s Azure environment, software management, hardware management, Cisco s Networking environment, Microsoft Modern Workplace, etc.
- Mange high priority work and deadlines, shift priority when management requires, accept responsibility to step up and provide leadership in situations where none is available, exercise judgement and discretion when handling confidential information, and work efficiently without need for constant management oversight
Role:
System AnalystIndustry Type:
Travel & TourismDepartment:
IT & Information SecurityEmployment Type:
Full Time,