Job Description

Roles & Responsibilities

Key Responsibilities:

• Provide first/second level contact and problem resolution for customer issues.
• Work with Third Party Vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating system, to support Apple pc users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

• Bachelor Degree or equivalent in Computer Science or related field.
• Minimum of 18 months years of IT experience.
• Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Mobile device management, including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem- solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLA s.
• Excellent communication relationship-building and internal customer service skills
• Adaptable and flexible in a fast-changing industry and work environment.

Desired Candidate Profile

Bachelor Degree or equivalent in Computer Science or related field. Minimum of 18 months years of IT experience. Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems. Mobile device management, including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory. Proven analytical, troubleshooting and problem- solving skills. Proven ability to multi-task, effectively determine priorities and meet SLA s. Excellent communication relationship-building and internal customer service skills Adaptable and flexible in a fast-changing industry and work environment.