Help Desk and Cloud Applications Support

As a Help Desk and Cloud Applications Support professional, you’ll help users stay productive by resolving technical issues across cloud applications, computers, mobile devices, and network connections. You’ll manage support requests from intake through resolution, explain solutions clearly, and escalate complex issues with useful troubleshooting details. Your impact: By restoring access and resolving technology problems promptly, you help employees return to their work with less disruption., * Provide responsive IT support, technical support, desktop support, and customer service through help desk systems and customer support ticket management.

• Troubleshoot software, equipment, computer hardware, Windows, macOS, and mobile devices; document steps and outcomes.
• Diagnose network troubleshooting issues involving computer networking, LAN (local area network), VPN (virtual private network), firewall, DNS (Domain Name System), TCP/IP (Transmission Control Protocol/Internet Protocol), and TCP (Transmission Control Protocol).
• Support Active Directory management, GPO (Group Policy Object) settings, Microsoft Windows Server, Linux, operating systems, and computer management.
• Track recurring issues, communicate status, and escalate technical troubleshooting support needs to protect IT infrastructure.

• Demonstrated customer support, communication skills, and analysis skills, with experience resolving technical issues in a help desk or IT support environment.
• Working knowledge of Microsoft Office, Windows support, hardware support, software troubleshooting, and computer hardware.
• Familiarity with Active Directory, Windows, Microsoft Windows Server, Linux, DNS, TCP/IP, LAN, VPN, firewall, and GPO.
• Ability to manage support tickets, prioritize requests, explain technical steps clearly, and document resolutions.
• Experience with cloud applications and multiple operating systems is preferred.