Primary Job Duties and Responsibilities (Essential Job Function)
Focused on intensive phone-based support, this position is integral to handling end-users' inquiries and resolving technology-related issues in a dynamic service desk setting.
Duties include:
- Incident recognition, research, isolation, and comprehensive follow-up for level 1 and level 2 issues.
- Utilizing incident management databases and IT Remedy systems effectively.
- Supporting a broad range of endpoint devices within the client's network and recommending system modifications/configurations to reduce user problems.
- Serving as the primary IT communication liaison within the company or affiliates, including providing regular training/presentations to end-users on technology applications within the company.
- Developing and maintaining documentation and knowledge base articles to enhance user self-service.
- Collaborating with IT team members on new technology testing and implementation, including user testing, implementation, documentation, and communication.
- Providing after-hours support and handling additional responsibilities as assigned.
Preferred Qualifications
- In-depth knowledge of M365, Teams, SharePoint, OneDrive, Teams and Active Directory and familiarity with client/server, network, mainframe, and applications environments.
- Demonstrated proficiency in incident recognition and troubleshooting.
- Exceptional customer service skills, with strong verbal and written communication capabilities.
- Advanced analytical and problem-solving skills.
- Ability to effectively prioritize and manage multiple tasks and projects simultaneously.
- Availability for on-call responsibilities on a rotating basis is essential.
- Employees must be capable of performing the essential functions of the position, with or without accommodation.
