Support Services Technician

Provide first/second-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior level technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., ticketing system, remote tool and help desk systems) to proactively support office staff and equipment. This position is a remote position. The analyst will be working from home after the initial training period of 6-8 weeks in the office.

Job Duties and Responsibilities:

? Work remotely performing troubleshooting, repairs, and deployment of Windows 11 as well as Apple products

? Work daily with internal customers via phone, chat, and email

? Accurately record all work and troubleshooting in tickets

? Maintain positive, professional attitude at all times

? Perform troubleshooting on mobile devices, iPhone/iPad and Android.

? Perform troubleshooting on Network Printer and Multifunctional Devices

? Work daily with Active Directory with knowledge on resetting passwords and assigning users and computers to groups.

? Perform troubleshooting on remote VPN connectivity

? Perform troubleshooting on network drive access

? The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.

? Associate degree in related field of study preferred

? Bachelor’s Degree preferred

? 1-2 years of experience in MS Windows environment handling calls on break/fix support

? Experience using and troubleshooting MS Office (O365) products

? Experience using ticketing systems, ServiceNow preferred

? Experience managing and troubleshooting Windows 11 workstations

? Certification and/or License preferred.

Skills

support, active directory, windows 11, help desk, customer service, sccm, office 365, servicenow, outlook, remote support, remote troubleshooting, okta, windows 10, mac support, network printer support, mobile devices

Top Skills Details

support,active directory,windows 11,help desk,customer service,sccm,office 365,servicenow,outlook,remote