This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to operating environment.
Responsibilities for this position may include but are not limited to:

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and IT-to-IT support for all of Workforce Enablement product.
• Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
• Ensures consistent processes, procedures and technologies are utilized across enterprise environment.
• Understand and follow direction provided by the team leads and managers of different products and towers.
• Document recurring issues in the Knowledge Base
• Document in detail case status and tasks / work completed with end users in the ITSM system
• Follow the critical incident process
• Follow required safety protocols and complete regular trainings on safety and compliance

Required Qualifications:

• Bachelor's degree in IT or Computer Science preferred
• Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:
  • Mobile Device Management and Mobile Web Apps, iOS, etc.
  • Active Directory Administration and Infrastructure Design
  • Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
  • Microsoft Office Suite (2010/2016) advanced troubleshooting.
  • Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
  • General knowledge/troubleshooting for Networking
  • General knowledge of Microsoft Intune
  • Printers
  • Video Conferencing system support
  • Office 365 support and advanced troubleshooting
  • Understand and troubleshoot Azure MFA
  • Desktop imaging
  • Strong customer service skills
• Experience in desktop and notebook hardware, operating systems and desktop software. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills