Position Overview:
The Helpdesk Support Tech role ensures seamless operation and efficiency for the Customer's end users by providing comprehensive technical support and troubleshooting for everyday IT challenges. The Helpdesk Tech uses professional focuses on maintaining consistent user support while adhering to established protocols and utilizing the Customer’s Information Technology Management tools. This position also involves collaboration with the Customer’s internal IT team to escalate and resolve issues beyond routine helpdesk management.
Key Responsibilities:
- Comprehensive End-User On-Site Support
- Deliver proactive troubleshooting and prompt technical support for hardware, software, and network connectivity issues.
- Address requests through Jira Ticketing System, email, instant messaging, and VOIP phone system, ensuring all activities are logged and tracked.
- Conduct on-site support to assist with device troubleshooting, provisioning, and replacements.
- Device Management and Monitoring:
- Utilize RMM tools to continuously monitor endpoint performance, security risks, and compliance violations.
- Manage device provisioning and configuration using Microsoft Intune to enforce security policies and optimize functionality.
- Incident and SLA Management:
- Log, prioritize, and resolve Level 1 incidents, escalating more complex issues to Level 2 or internal IT teams.
- Adhere to SLAs and established workflows to ensure timely resolution and seamless issue tracking within Jira.
- Patch and Software Deployment:
- Support automated patch management processes, performing manual interventions when necessary.
- Deploy secure software packages using the Customer's Software Deployment System.
- Peripheral and Conference Room Support:
- Troubleshoot and configure peripherals, such as printers, scanners, and projectors, ensuring minimal downtime.
- Provide backup support for conference room technologies as needed.
- Collaboration and Escalation:
- Partner with the Customer’s internal IT team to escalate issues involving security concerns, system changes, or advanced configurations.
- Document all activities in Jira to ensure a structured approach and seamless communication.
Qualifications:
- Experience with Jira, RMM tools, Microsoft Intune, and Microsoft 365 platforms.
- Demonstrated knowledge of Windows, macOS, iOS, and Android devices.
- Strong interpersonal skills with an emphasis on customer service and teamwork.
- 3+ years of IT support experience to end-users and executive level clients, including on-site and remote environments
