Coordinates, diagnoses, and troubleshoots incoming employee issues.
Provides support services to employees with technical problems and IT issues involving printers, laptop, or network services from local or from employees using network remote access.
Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
Provides case status updates to management and end-users.
Supports and maintains effective relationships with users.
Develops, documents, and implements standard operating procedures and customer service guidelines relating to ITsupport.
Active Directory - Company structure, Group/Distro creation
Able to troubleshoot and resolve any hardware issues
Full understanding of Clearwater internal tool permission structure
Able to troubleshoot basic network/802.1x issues
Can solve issues across most parts of the team’s domain with limited guidance
Able to solve majority operational issues without escalation
Handling onboarding and off-boarding
Offers demos, talks, and recommendations to help their own team and others be more productive
Able to help other parts of the organization with integration and provisioning such that all best practices are adhered to.
Helps to continuously maintain and improve quality across the stack.
Performs regular interviews for positions on the same team, providing detailed and useful feedback.
Understands customer needs and motivations.
Understands how engineering projects contribute to business goals.
Requirements
4 -5 years of experience in IT support, help desk, or a related role
Experience with Microsoft Windows operating systems and Microsoft Office Products comfortable in the command line
Scripting experience Basic Knowledge of networks, firewalls/security, and operating systems
Atlassian knowledge for Jira and confluence
Strong written and verbal skills
Ability to lift 50 pounds safely Self-motivated Self-organized Able to monitor and maintain inventory levels
Basic mechanical aptitude
Ability to troubleshoot first tier computer hardware and software issues
Sailpoint Intune, Jamf, Exchange, Entra knowledge
Preferred
Basic computer workstation setup
Experience w/ Inventory management Audio/Video installation experience CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Certifications
