Helpdesk Technician

• The Helpdesk Technician will support IT business and enterprise operations teams in multiple US time zones.
• The Helpdesk Technician will apply internal customer service skills, technical knowledge and expertise, and technical trouble shooting skills to support the IT business practice and its internal customers., * Serve as the first point of contact and front-end support answering inbound bound helpdesk requests for all areas of the IT Enterprise, interacting with employees, customers, vendors, and contractors
• Diagnose, troubleshoot and resolve technical issues related to Wi-Fi and remote connectivity, IT hardware, software, applications, peripherals and mobile and desktop equipment
• Install desktop and laptop hardware, software and peripheral components as required
• Perform onboarding and maintenance of corporate user accounts and groups within Microsoft Active Directory
• Perform maintenance and troubleshooting on printers and copiers and IP telephony systems
• Configure, update, wipe and/or repair Windows and Mac desktop systems
• Support corporate base of iPhone and Android mobile users.
• Setup, configure and troubleshoot Microsoft Office applications and perform administrative functions within Microsoft Office 365
• Follow up on tracked requests and ensure timely resolution, with goal to resolve all issues first call
• Provide feedback on reducing ticket times and helpdesk efficiency
• Engage and contribute with the IT team on projects and task supporting business Enterprise needs
• Provide wireless network support for users including connectivity issues and administrative functions of the system
• Assist in development of procedures that outline how incidents, requests, and problems are identified, documented, escalated and managed

Education/Experience Required: High school diploma or equivalent and 3-4 years’ proven experience in a helpdesk environment (Tier II support), * High school diploma or equivalent and 3-4 years’ proven experience in a helpdesk environment (Tier II support)

• Strong understanding of computer systems, mobile devices, and applications in an Enterprise IT environment
• Experience with wired and wireless Local Area networks (LAN), Wide Area networks (WAN) and Networking preferred
• Ability to diagnose, troubleshoot and resolve basic to complex end user technical issues
• Working knowledge of Microsoft and Mac operating systems and Office products
• Excellent oral and written communication skills
• Certification on Microsoft Client or Server products is preferred, but not required
• SharePoint, Salesforce or NetSuite experience is preferred, but not required