Responsibilities

• Serve as the first line of communication for end users (Tier 1).
• User account management and provisioning.
• Installing/deploying software on endpoints.
• New computer, laptop, mobile device setup, deployment, training and documentation.
• Solving and/or escalating new incoming support requests.
• Record, track, escalate, update, and close tickets through problem management software.
• Participate in project activities as assigned by management.
• Effectively communicate technical information to non-technical audiences.
• Take responsibility for own workload, communicate with other team members and management regarding potential problems, and suggesting solutions to ensure continuity of service.
• Some travel will be required for troubleshooting, hardware deployment, key projects, or training in remote offices.
• Perform other duties as assigned.

Core Competencies

• Provide troubleshooting and support both in person and via telephone for end-user issues.
• Install, test and configure new workstations, peripheral equipment and software.
• Assist with desktop, monitor, and printer setup (able to lift and carry at least 30-50 lbs).
• Assist with onboarding of new users.
• Professional that takes pride in performing at a high level.
• Has the ability to work with all types of users in all types of situations.
• Motivated to follow up and ensure issues are resolved in a timely manner.
• Quality driven to ensure end user satisfaction.
• Continuously endeavors to learn applicable technology in order to better support the end users.
• Ability and drive to complete assigned tasks on time with high quality.
• Possesses excellent collaboration and communication skills.
• Working knowledge of Windows operating systems.