Exp: 2+ years
Base Skill Set :
A+ Certification or equivalent experience
Good working knowledge of Active Directory
2+ years’ experience providing technical support in a fast paced and constantly changing environment
up to executive management level.
Excellent customer service and communication skills including providing VIP support
Experience supporting large Windows-based environments to desktop level with emphasis on Win 7
OS / office 2010 as well as Win 8 and O365
Advanced knowledge of Microsoft Office suite of applications
Support of End User for video conferencing units.
Support of mobile devices
Duties & Responsibilities:
Provide support on Client Windows platform, for desktop/end user technologies, collaboration tools, and
mobile technologies and printing, this includes the laptop/mobile devices all, video conferencing,
network/remote access this position works collaboratively with the Service Desk for end user break/fix and
other support functions.
Duties shall include, but not be limited to:
• Diagnosing and troubleshooting desktop system, printer and operating problems
• Consulting and instructing users on hardware and software questions/issues
• Collaborate with other IT Services Data Center and Network Infrastructure teams
• Install, maintain and upgrade equipment and its associated infrastructure
• Runs diagnostic tests to isolate system problems as well as proactive activities
• Operating Systems Windows, OS-X
• MS Office (Windows and knowledge of Mac) software
• Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote
Desktop, VNC
• Hands on experience removing viruses and spyware using various tools (Windows)
Identifies, researches, and resolves technical problems including forming an RCA
• Responds to telephone calls, email, service tickets, and dispatched requests for technical support
• Documents, tracks and monitors the problem to ensure a timely resolution within an effected SLA
window
Base Requirements
Excellent written and verbal communication and customer service skills with proven ability
to work in fast paced environments
Commercial experience in an IT support technician role that includes 2 years of technical support
experience in a hybrid Windows and MAC environment
Experience in working with a helpdesk operation, to include Windows and Mac clients
2 years’ Experience with mobile applications/products including: iPhone, iPad, and Android
Platforms Expertise in iPad / iPhone
Self-starter that is able to collaborate actively with others in a cross-functional team
Proven attention to detail and high standards for quality
Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
Skilled in documenting written troubleshooting steps and instructions
Business professional attire
