How you will make an impact:
Provide on-site IT related Software and Hardware support to assist in the installation, integration and maintenance of computing devices.
Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes)
Troubleshoot and repair hardware and/or Software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 1/2).
Perform daily support (moves, adds, changes, etc.) for desktops, laptops,
peripheral equipment and other IT related hardware (ex. VOIP Phones, A/V support as applicable for your region, etc.).
Manage installation of desktops, laptops, peripheral equipment and other IT related hardware.
Perform lifecycle upgrades and projects as directed.
Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed.
Training users in various situations, educating them regarding use of hardware, its software and related systems. Training would be brief, one-on-one, small group, ad-hoc and hands on "How-to" instructions.
Coordinate activities with third party vendors as needed (Order fulfillment,
Warrantees, Project Needs, Vendor relations / feedback, and so forth).
Provide appropriate visibility of costs related to service requests and comply to approval requirements.
Assist the business with tablet and mobile device support to meet operational / business needs.
Manage port connections to provide point of use network availability; Assist in answering Help Desk Calls from Users on an as needed basis.
What youll need:
Minimum of 2 years of work experience in IT L2 Support environment, including IT hardware/software experience, end user experience management.
Technical degree/certificate in related discipline.
Microsoft Certified Desktop Technician – an advantage.
Proficient in English language.
Proficient in Microsoft O365 applications.
Ability to perform IT hardware and software diagnostics and repairs (Laptops, Desktops, mobile devices, peripherals, handheld scanners, etc.).
What else we look for:
Effective cable management skills to maintain organized work stations and data closets .
Ability to adapt and learn new technologies as needed.
Strong written and verbal skills.
Problem Solving skills including Trouble shooting techniques.
Strong customer service focused skills.
Strong organization and time management skills.
High level of professionalism during interactions with customers and vendors.
Experience using ITSM tools (e.g., ServiceNow) in an ITIL-based environment.
Experience with platforms and applications (e.g, Microsoft Office Suite, Microsoft Outlook/Office365, Microsoft Edge, Windows 11, Active Directory, Virtual Private Network (VPN), Multi-factor authentication (MFA).
