Role and Responsibilities

This position serves as the initial point of contact for troubleshooting all I.T. user support issues. You will be a member of a team whose responsibilities include processing support tickets with priority-based responses and routing to appropriate groups where necessary. Support tasks include support of desktop computers, tablets, printers and mobile devices; Office 365 application support, audio-visual equipment within our meeting rooms, and creating basic technical documentation and knowledge articles.

Preferred Skills

• Customer Service Mindset based upon customer satisfaction through professional communication.

• Respond to and diagnose problems including problem recognition, research, isolation, and resolution steps.

• Experience in supporting Windows, Mobile and Printing devices.

• Setup of new users across our various applications such as Oracle and Office 365.

• Configuration deployment using Microsoft Endpoint Manager (Intune).

• Understanding of network basics including cabling and IP addressing.

• Creation and updating of technical documentation.

• Experience of remotely supporting customers and using a ticket-based system.

• Excellent oral and written communication skills.

Qualifications and Education Requirements

• Required: Associate's degree plus 1-2 years of related work experience; or high school diploma plus 2-3 years of related experience.

• Strong Service Attitude

• Spanish speaking is a plus.

Additional Notes

This position will be included in the department on-call rotation to assist with high priority calls.

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