PRIMARY FUNCTIONS:

In this role you will be expected to:

• Work and provide remote technical support for our child divisions across the United States.
• Work in a team environment, able to follow duties assigned by the Helpdesk Operations Manager.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolution, prioritizing problems, asking pertinent questions, and assessing impact of issues. 
• Develop and provide technical training to end-users when asked.
• Identify, analyze, troubleshoot, and resolve problems with the aim of eliminating recurrences and reducing calls to the helpdesk. 
• Direct unresolved issues to the next level of support personnel. 
• Use the Ticketing System, log details of work performed, time, and resolution steps, immediately after each intervention. 
• Follow up with users to ensure full resolution of issues. 
• Deploy, install, and manage computers and other devices in accordance with corporate standards. 
• Play a strategic role in the on-boarding and off-boarding system, ensure that users are properly set up in the system by providing end-user account administration services (add/change/remove). 
• Assist with monitoring and maintaining inventory of all hardware and software in use by the company. 
• Travel to offices within the company for projects or special assignments. 
• Other related duties as required.

MINUMUM REQUIRMENTS:

The ideal individual we are seeking needs to have a background in the Information Technology field.

• An associate or bachelor’s degree, in Information Technology or Computer Science is preferred. Or three years of equivalent work experience without an associate or bachelor’s degree.
• Ability to follow verbal and written instructions, excellent organizational skills, and attention to detail.
• Helpdesk Knowledge of Microsoft 365, Microsoft Intune, Share Point, Exchange, and One Drive.
• Ability to complete on-job training of applications, hardware, and software.
• Ability to work independently with minimal supervision when applicable. 
• Experience in a customer-facing role providing technical support and assistance.
• Strong technical knowledge of computer systems, including hardware, software, and networking.
• Proven analytical and problem-solving abilities to maintain computer systems and network infrastructure related issues.