Description:
The Enterprise IT Support Engineer I will be responsible for aiding where needed for common desktop support issues while performing with little supervision. This position will require a broad knowledge of common desktop support issues. A proven ability to successfully analyze and perform problem resolution with an emphasis on customer satisfaction is a must. Successful candidate will possess an established background supporting end users in a dynamic environment and the ability to meet demanding deadlines when necessary.
Responsibilities, other duties may be assigned:
- Stewarding incoming desktop support tickets through timely acknowledgement, notation, and resolution
- Handling desktop support escalations regarding hardware, software, and networking elements
- Providing support for both on-premises and remote employees (national and international)
- Provide desktop support to end-users, troubleshooting issues related to Windows and MacOS devices, software, and peripheral equipment
- Provide onsite assistance for Systems Engineers when needed
- Deployment of end-user equipment and maintaining inventory
- Participate in the design of new or changing systems
- Participate in functional test planning and testing for the assigned tasks
- Participate in process improvement and documentation for any supported systems and services
- Stay current with changes in the technical area of expertise
- Work with the team to ensure the quality of the assigned task(s), functional area(s) or project(s)
- Respond quickly and effectively to production issues and taking responsibility for seeing those issues through resolution
- Provide weekly status reports on individual projects and tasks
Basic Qualifications:
- Associates degree or equivalent professional experience
- Two or more years of desktop support and customer support experience
- One or more years of experience & knowledge of Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and support of peripheral devices (printers, scanners, etc.)
- Demonstrated expertise in standard workplace applications, including but not limited to Microsoft Office 365, Adobe, Cisco products
- Working knowledge of Hybrid Azure/Entra Active Directory, fundamental Windows and/or MacOS security, and file and share permissions
Preferred Qualifications:
- One or more years of experience with administration of Mobile Device Management solutions (Microsoft Intune, Jamf)
- Familiarity with ServiceNow
- Familiarity with Remote Monitoring & Management (RMM) solutions (Bomgar, Teamviewer, etc.)
- Familiarity with Cisco VPN solutions (AnyConnect, Secure Connect)
- A+ Certification
Knowledge, Skills & Abilities:
- Excellent interpersonal skills with the ability to interface with all levels of the organization
- Self-starter with the ability to work independently in a fast-paced team environment
- Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor