Job description

Responsibilities: - Provide quality desktop support service for hardware, software, and peripheral issues. - Diagnose and resolve complex problems on desktop, laptop, and cloud based virtual systems remotely and onsite. - Coordinate repairs and warranty service with vendors. - Enter, update and close all support activity into the ticketing system within SLA. - Escalate unresolved issues to appropriate to internal teams or vendors. - Perform account maintenance & minor network administration – Active Directory, Entra, Intune, JAMF etc. - Maintain hardware and software inventory records and coordinate hardware lifecycle management. - Ability to lead large projects with minimal guidance including system upgrades, office moves, and technology rollouts. - Assist with analysis, maintenance, documentation, and testing of software and hardware. - Advise or train customers regarding the technical aspects and use of standard software packages. - Design, implement, and document procedures and scripts to automate processes. - Develop and/or teach seminars, workshops, or classes to users or other technicians on the technical aspects or use of computer hardware, software packages. - Maintain users' manuals, create technical and video documentation. - Design, develop, review, and implement new systems. - Provide training & guidance to team members including automation. - Liaison with Engineering, Service Desk, Networking, and Security to test and integrate new technologies and processes. - Support Audio and Video Conferences and collaboration hardware such as Microsoft Teams Rooms. - Ensure compliance with IT policies, procedures, and security standards. - Participate in audits and implement corrective actions as needed. - Monitor system performance and generate reports on support metrics and trends. - Mentor junior technicians and assist in skill development. Requirements: - Minimum of 3-5 years of PC support in a medium or large corporate environment. - Hardware & Software Certifications in current technologies desirable – Microsoft, HP, Apple, etc. - Excellent Customer Services skills both in person and over the phone and be able to communicate effectively with non-technical users and stakeholders. - Position is on site support /work from home – Must be able to work shifts between the hours of 8:00AM to 6:00PM in local time zone. - Strong skills in the installation and configuration of a wide range of current industry operating systems, software & utilities including Windows and Office in a corporate environment. - Experience in the administration of user accounts and properties – creation, deletion and maintenance etc. - Solid PC Hardware skills – competent in all aspects of Windows and Mac / laptop / peripheral installation, repair, parts replacement and configuration etc. - Provide advanced support of mobile devices like phones and tablets. - Physically able to safely lift and carry 50 pounds (23Kg) to move, install, unpack PC equipment etc. when required. - Must be able to participate in a support rotation schedule to provide support out of business hours and be flexible for weekend working and a variable schedule as necessary. - Travel to support office moves when required. - Microsoft Teams – IM, Conference Support, Video and Voice support

Requirements