Primary Job Duties and Responsibilities (Essential Job Function)

Focused on intensive phone-based support, this position is integral to handling end-users' inquiries and resolving technology-related issues in a dynamic service desk setting.

Duties include:

• Incident recognition, research, isolation, and comprehensive follow-up for level 1 and level 2 issues.
• Utilizing incident management databases and IT Remedy systems effectively.
• Supporting a broad range of endpoint devices within the client's network and recommending system modifications/configurations to reduce user problems.
• Serving as the primary IT communication liaison within the company or affiliates, including providing regular training/presentations to end-users on technology applications within the company.
• Developing and maintaining documentation and knowledge base articles to enhance user self-service.
• Collaborating with IT team members on new technology testing and implementation, including user testing, implementation, documentation, and communication.
• Providing after-hours support and handling additional responsibilities as assigned.

Required Qualifications

• In-depth knowledge of M365, Teams, SharePoint, OneDrive, and familiarity with client/server, network, mainframe, and applications environments.
• Demonstrated proficiency in incident recognition and troubleshooting.
• Exceptional customer service skills, with strong verbal and written communication capabilities.
• Advanced analytical and problem-solving skills.
• Ability to effectively prioritize and manage multiple tasks and projects simultaneously.
• Availability for on-call responsibilities on a rotating basis is essential.
• Employees must be capable of performing the essential functions of the position, with or without accommodation.