Provide first-leveltechnical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior leveltechnicians. Assist users inquiring about how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment. This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.
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1-2 years of experience in MS Windows environment handling Level 1 calls with experience handling desktop and laptop break/fix support
Experience using and troubleshooting MS Office (O365) products
Experience using ticketing systems, ServiceNow preferred
Experience managing and troubleshooting Windows 11 workstations
Experience with Password resets, installation of software, and VPN troubleshooting
Client uses Zscaler for VPN
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.