Help Desk Support Technician

• Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis

Should have at least 5 years of experience with the following:

• M365 & O365 stack is necessary
• Experience with Active Directory for user management
• Hands-on experience with imaging and configuring laptops and desktops
• Hands-on experience with MAC and Mobile Device Configuration (MDM)
• Experience with MS Intune and MS Endpoint would be a plus
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Experience with Ticketing system - ideally with ServiceNow