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- Provide technical leadership for the desktop support staff to ensure service objectives are met or exceeded.
- Monitor overall help desk tickets across all IT teams to ensure proper turnaround time and prioritization of critical requests.
- Own overflow and unassigned requests until independently resolved or escalated to the right support group.
- Perform weekly random ticket audits.
- Analyze help desk metrics and identify opportunities to improve/innovate current service delivery methods.
- Report support metrics to team leads to ensure resource plans align with capability to meet service objectives.
- AD/AAD/Exchange Administration
- User Accounts
- Security Groups
- Mailboxes
- Distribution lists
- Administration of o365 licenses, Adobe, and other cloud based user licenses
- General troubleshooting of Laptop/Desktop issues in person and remote
- o365 apps
- Performance issues with workstations and VDIs
- Remote install of applications or peripheral device
- VPN and basic networking issues
- Multi factor authentication
- Asset management of workstations and peripherals
- Own process for managing and tracking IT assets (workstations, monitors, and peripherals)
- Imaging and deployment of hardware for new hires
- Bachelor’s degree in a technical, quantitative, or equivalent work experience.
- 5 years of work experience in IT support or services role.
- In-depth knowledge of computer hardware systems, routers, and peripherals.
- Knowledge of operating systems, office software, enterprise software, and server systems.
- Familiarity with networking systems and protocols.
- Experience with remote desktop support systems.
- Experience with change management
- Experience mentoring others
- Excellent problem-solving skills.
- Good interpersonal and communication skills.
- ITIL v3 Certification
- Microsoft Certified IT Professional
- Experience Administering Zendesk
- Experience supporting Virtual Desktops (Citrix, Vmware,…)
- Experience with imaging tools (SCCM, WDS/MDT, or Autopilot/Intune)
- Experience using Powershell or other scripting language
- Experience with Email Security solutions (Mimecast, Barracuda,…)
- Experience with Group Policy