JOB DESCRIPTION:
This role provides first-level technical support to the organization's internal users of computer applications, hardware, and network systems. It involves deploying endpoint hardware and software products and services, responding to inquiries regarding system procedures, online transactions, and systems status, and collaborating with other IT teams to resolve issues. The role emphasizes relationship building and developing a comprehensive understanding of site operations to enhance IT service delivery. Please note that we are unable to sponsor applicants requiring work authorization or visas for the positions currently available. We kindly request that only candidates who already possess the legal right to work in the United States apply for consideration.
RESPONSIBILITIES:
- Help Desk Support: Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents, events, problems, requests, and projects.
- Issue Documentation: Document issue resolution in the ticketing system to ensure accurate records and knowledge sharing.
- Hardware Deployment: Deploy and set up computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune).
- Connectivity Maintenance: Ensure proper connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
- User Account Setup: Assist in managing end-user accounts, permissions, and access rights using systems like Active Directory and Azure AD, following best practices regarding privacy, security, and regulatory compliance.
- Troubleshooting: Identify, troubleshoot, and resolve basic hardware and software issues with computers and peripheral devices. Escalate complex issues to higher-level support as necessary.
- Performance Monitoring: Monitor the performance of supported devices and report recurring issues to the appropriate support groups.
- Collaborative Support: Work with business partners and other IT support teams to facilitate software and hardware improvements, upgrades, reconfigurations, and/or purchases.
- End-User Assistance: Provide IT services for end users, including visitors within the assigned region.
- Security Support: Assist with resolving basic security-related issues and ensure compliance with enterprise data security standards.
- Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team.
- Project Participation: Support the implementation of desktop and server systems in collaboration with other infrastructure and applications teams.
- Asset Management: Participate in network asset management as per documented processes.
- Team Support: Assist application development teams as needed throughout project lifecycles.
- Additional Duties: Perform other duties and special projects as assigned by the team lead.
#cspro
1023104
