RESPONSIBILITIES
- Monitor the IT Service Desk queue and resolve Level 1 and Level 2 tickets in accordance with established SLA policies.
- Execute IT tasks related to employee onboarding, offboarding, and job changes, including PC imaging and configuration.
- Perform administrative tasks in Active Directory and Office 365.
- Manage hardware and equipment orders (e.g., mobile devices, computers) and reconcile expenses.
- Administer enterprise applications and services, such as cloud storage and mobile device portals.
- Serve as an IT Lead on Duty during the baseball season, covering an average of two games per month, including nights and weekends.
- Contribute to the continued growth of support services, including contributing to the IT knowledge base by creating documentation and instructional materials.
CHARACTERISTICS / QUALIFICATIONS :
- Strong problem-solving abilities.
- Excellent oral and interpersonal communication skills.
- Effective team player.
- Ability to prioritize tasks, communicate risks, and interact with all levels of the organization.
- Experience working in a Service Desk or Desktop Engineering role, with 2+ years experience desired.
- Experience with Windows 10 and Service Desk support is mandatory.
- Experience with desktop / laptop imaging.
- Proficiency in Microsoft 365 and the Office Suite.
- Strong troubleshooting skills for PC hardware and Windows 10.
- Familiarity with MacOS hardware / OS (preferred).
- Experience with Active Directory and Exchange.
- Proficiency in configuring and troubleshooting iOS devices. (Android is a plus)
- Knowledge of video conferencing technology solutions.
- Experience with AirWatch / VMWare Workspace One.
- Proficiency with SCCM and ServiceNow IT Service Management.
- Familiarity with AD Manager and cloud storage administration (e.g., DropBox, OneDrive, Box).
- Experience with Zoom platform administration (meeting room and phone).
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