Job Details

Help Desk Team Member

As a member of the Help Desk Team, you play a key role in the front-line support of information technology throughout the company. This includes both in-person and remote technical support and assistance for all staff in both office and warehouse environments. In this role, a typical day is comprised of IT case resolution via ticketing system, email, and phone for all company approved applications and both office and warehouse equipment troubleshooting, support, and repair. Your expertise and knowledge of current versions of Windows and mobile OS technologies as well as Microsoft Office and other key applications is essential to this role. You will assist with the deployment of new laptops, workstations, and other technology, and may perform some maintenance and upgrades to existing computer equipment.

What you'll do:

• Experience with utilizing a ticket system to document nature of incident, request, and resolution.
• Working knowledge and experience with Active Directory Users and Groups.
• Hands-on experience supporting and administrating on-premises and cloud-based systems such Azure AD, Microsoft 365, SharePoint, etc.
• Experience with troubleshooting Windows OS.
• Basic networking and troubleshooting.
• Provide 1st-level support including installing and upgrading software, application configuration.
• Provide hardware support for laptops, desktops, mobile devices, printers, VoIP phones, and other network connected devices.
• Create and maintain technical documentation for company deployed technologies.
• Positive attitude and patience with ability to approach issue resolution with a sense of ownership.
• Excellent communication skills and work well in a team environment.
• Perform Office 365 maintenance including migrations/backups.
• Ability to troubleshoot network, Wi-Fi, and server issues.
• Scan network for system and application vulnerabilities, remediate issues.
• Management of Hyperconverged system running virtual servers.
• Manage Citrix environment.
• Windows server support following best practices for AD, DNS, & GPO administration.
• Implement security best practices for Active Directory and Office 365 using SSO.
• Manage system backups and replication of DR site.
• Management of Mitel VOIP Systems.
• Create and deploy OS images for various devices.
• Monitor network devices and server resources.
• Provide reports using various tools on application response time and system up time.
• Report on all routine maintenance tasks, including backups, device patching.

About you:

• College Level of reading and writing and a minimum level of experience using computer systems.
• 3+ years working in a technical support or Service Desk role supporting enterprise-class systems and networks.