Sr. Support Admin
As part of our Global Helpdesk team this position will function as first point of contact providing day- to-day comprehensive technical support to end-users in the areas of hardware, software applications, mobile devices, and network connectivity. The successful candidate will assume full ownership of request and incident resolution, status and tracking of individually assigned tickets, as well as complete Helpdesk tasks including initial ticket triage, prioritization and escalations.
Roles and Responsibilities
- Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
- Prioritize, schedule and update incidents and requests, as well as escalate incidents outside the HelpDesk to the appropriate IT teams when required
- Provide direct support for Windows and Mac OS X endpoints, ensuring endpoints are up-to date and compliant with IT standard configurations and procedures
- Provide meeting support with Audio Visual, Audio, and Video Conferencing equipment and services
- Initiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunities
- Provide end user training on various services and systems
- Participate in weekly operational meetings
- Participate in assigned IT Projects
- 7+ years in Desktop Support with solid hands-on experience with a variety of operating systems, primarily Microsoft Windows 10 and Apple OS X
- Hands-On experience on Active Directory, Active Sync, Exchange, Apple support.
- Understanding of network protocols and exposure to VPN and Network Access Control troubleshooting
- Experience supporting applications such as: MS O365 Suite, Zoom, Slack, Okta and ServiceNow
- VIP/Executive Management support experience required
- Experience in creating easy to use end user and technical support documentation in MS Office, SharePoint, and Confluence
- Knowledge of remote deployment tools such as: SCCM, JAM, Autopilot, and Intune
- A fundamental understanding of virtual environments, utilizing such tools as VMWare & AWS Workspace
- Aptitude for understanding and troubleshooting hardware and software problems and ability to determine user needs
- Knowledge and experience with remote troubleshooting; able to troubleshoot without seeing the system
- Excellent oral and written communication skills, including customer facing soft skills, demonstrating personal and business maturity
- Strong organizational skills and the ability to prioritize effectively, must be able to perform a variety of tasks and assignments without sacrificing quality of work
- Willingness and ability to work flexible hours, and on-call rotation is required
- Be a team player.
- Ability and desire to share knowledge with members of the team
- Physical ability to lift and install equipment (computers and peripherals) in and around desks and small places.
