• Provide hands on support by installing, diagnosing, repairing, maintaining client management and asset systems.  

• Support local server hardware, operating systems, network infrastructure and telephony by delivering hands on support through troubleshooting incidents with customers via phone or virtual communication. 

• Management, troubleshooting and configuration of M365 platform and related technologies. Including Azure AD, Skype for Business, Teams, Intune, SharePoint Online. 

• Perform assigned tasks with minimum supervision and manage efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce service down time. 

• Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests 

• Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage. 

• Participate in service desk call/ticket queue as necessary 

• Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files.  

• Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets. 

• Maintain asset inventory of software and hardware through the asset management tool sets. 

• Ensures all configurations comply with IT policies and security parameters. 

• Consult with IT personnel as necessary to diagnose and resolve system or networking issues. 

• Assist with development, implementation, and management of policies, processes and standards within the complex technical environment across data, voice and video service delivery platforms. 

• Establish and implement activities to improve technology compliance with internal policies and standards. 

• Interact with vendors for incident resolution as required. 

Education 

Certification / License 

Work Experience 

Knowledge / Skills / Abilities 

• Advanced knowledge of Microsoft technologies relating to the configuration and troubleshooting of previous and current versions of Microsoft Windows, Office, Outlook, network printing, M365; 

• Solid understanding of networking, wireless and telecommunication fundamentals; 

• Understanding/troubleshooting of Mobile technology and MDM as it relates to Smart Phones and Tablets;   

• Understanding of installation/configuration and troubleshooting of audio/visual equipment to include video/teleconferencing and projectors;  

• Strong problem solving skills; 

• Solid verbal and written communication skills and willingness to actively contribute in a team environment; 

• Ability to be on-call and deliver support during operations service interruptions 

• Ability to work later evening nights and weekend if required supporting business needs or IT initiatives 

• Ability to travel among other facilities if needed 

• Bachelor’s degree in Computer Science or equivalent experience