Job Description
* Provide front-line primary technical support to end-users involving various technical issues including access, hardware, software and peripherals.
* Respond to, document and resolve all service requests fielded via ticketing system, email or direct engagement within required SLA.
* Possess excellent problem solving skills to diagnose, evaluate and resolve complex issues in a high pressure, high visibility environment and when necessary escalate and engage appropriate teams to drive to resolution.
* Perform root cause analysis, develop analytics to identify typical problems and patterns, develop procedures and controls for problem prevention.
* Support multiple platforms including Desktops, Laptops, Mobile Devices, and Tablets onsite and remotely.
* Independent work, sharing information, creating documentation and processes for peers as necessary.
* Managing assignments to completion on time and within budget while maintaining a high-performance level with daily tasks, this can include:
o Security and compliance issue remediation
* Self-sufficient and subject matter expert for assigned service area.
* Please note this position is meant to support our West region, Eastern, Central, Mountain and Pacific time zones with a working shift from 8:00 AM to 5:00 PM Local Time Zone.
Required Skills & Experience
* 3+ years in a similar role strongly preferred.
* A+, Network+, Security+, MTA, MCTS, Windows 7 / 10, MAC OS Certifications.
* Basic printer troubleshooting
* Ticketing system basic understanding/knowledge/experience
* Hardware/configuration experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.