Job Description

• Ability to support customers via remote assistance, phone, walkups, chat proficiently
• Proactively respond to incidents and technical service requests as they arise 
• Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices and productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar)
• Diagnose hardware issues and replace faulty components 
• Troubleshoot and resolve issues related to software and hardware compatibility 
• Track requests, issues and solutions using ServiceNow
• Take ownership of tickets and communicate progress with customers in a timely manner 
• Maintain a high degree of customer service for all support requests and incidents. 
• Manage user and computer accounts using Microsoft Active Directory
• Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue.

• Associate degree/Bachelor’s degree preferred or equivalent experience 
• 2+ years in a technical support role 
• 3+ years supporting Windows and macOS hardware and software
• Excellent communication and troubleshooting skills
• Ability to multi-task, prioritize and handle pressures well in a fast paced, team environment
• Excellent customer service
• Excellent written and verbal communication skills
• Strong technical, analytical and problem-solving skills
• Familiarity with Networking HW, LAN and Wi-Fi, DNS troubleshooting
• Knowledge of Active Directory users and groups

• Jamf JSS knowledge or Jamf 200 and 300 (CCT and CCA) certifications is a PLUS
• Microsoft certification is a PLUS
• Experience with security tools like Symantec and McAfee