End User Service Support Specialist II

Inscribirse en esta oferta About the Opportunity Driscoll’s Strawberry Inc. is seeking an IT Support Specialist to be part of a growing and exciting team. This role will integrate, test, distribute, and support client applications and operating system software for Driscoll’s endpoint environment. The ideal candidate will have a solid understanding and experience in endpoint engineering and be able to perform in compliance with policy guidelines and within timeframes as defined in the team’s SLAs and or project requirements. Responsibilities

• Evaluating and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Troubleshoot applications to identify and correct malfunctions and other operational difficulties.
• Manage the Service Desk Ticketing System and suggest enhancements in process and procedures.
• Create and update resolution documentation knowledgebase for future use.
• Work with setup and installation of equipment to include PC’s/laptops, printers, and mobile devices.
• Coordinate daily requests such as adding/deleting users, providing access, maintaining email groups, and other miscellaneous IT requests.
• Participates in projects for new implementations and environment changes. Keeps abreast of new technologies in the initiative desktop computer field by periodically attending seminars and/or training courses.
• Supports process improvements and innovations. Verifies improvements through standard User Acceptance Testing (UAT) channels and implements changes with proper approval.
• Significant contributor to the education of the End User Support Team using knowledge base articles and knowledge transfer sessions.

• Bachelor’s degree
• Able to communicate in English in both written and spoken form.
• 2+ years of working experience with ITIL Framework OR ITIL Foundation certified is required.
• 2+ years of experience working with Microsoft Windows Environment.
• 2+ year of experience with any of the following: Incident Management, Request Fulfillment, Knowledge Management, or Service Level Management.
• Experience with ticketing system such as ServiceNow or Jira.
• 2+ years of experience providing technical troubleshooting expertise to resolve various hardware and software upgrades, repairs, and support.
• Experience with any component included in Microsoft Endpoint Manager: Configuration Manager, Intune, Azure AD, M365, Autopilot, and Desktop Analytics.
• Valid passport and driver’s license required.
• Able to travel up to 30% of the time both nationally and internationally.