General Summary:
Duties and Responsibilities:
- Monitor and respond quickly to incoming requests related to IT issues
- Perform tasks using good communication skills with the ability to work with users diplomatically and skillfully
- Maintain an update knowledge base articles
- Perform patching, upgrades, administration, and software installs with elevated rights
- Other duties and responsibilities as assigned by Manager
Knowledge, Skills, and Experience:
- Proven experience as a help desk technician
- Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
- Active directory and Office 365 experience preferred
- Ability to deploy, configure, and support operating systems on desktop and mobile
- Understanding and appreciation for information security within systems and user devices.
- Ability to diagnose and resolve technical issues
- Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
- 3 years of full-time paid experience in desktop support
Communicate effectively, both verbally and in writing