Provide a single point of contact for end users seeking technical support across the organization’s Microsoft 365 and Windows desktop computing environment. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading PC and laptop hardware, mobile devices, in-house technology, peripherals, printers, and IT assets, and supporting cloud productivity, identity, and collaboration services to ensure reliable, secure, and optimal end-user performance.
Serve as the single point of contact for end-user support — receiving, prioritizing, documenting, and resolving help requests through the IT ticketing system, and performing post-resolution follow-up to confirm satisfaction.
Provide Tier 1 and Tier 2 technical support and end-user training in person, remotely, and by phone, using diagnostic and remote-support tools.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, laptops, and related hardware and software, including operating system and application deployment.
Support Microsoft 365 services at the user level — including Outlook / Exchange Online, Teams, OneDrive, and SharePoint — and assist with user account provisioning, changes, and deprovisioning.
Support identity and access management on the company’s single sign-on (SSO) and multi-factor authentication (MFA) platform (Okta), including password resets and MFA enrollment and troubleshooting.
Configure, test, and support smartphones and tablets, including company email access, connectivity, and corporate mobile applications.
Install and update software and endpoint security agents (Carbon Black EDR), and assist users with security awareness, phishing reporting, and the email-security platform (Mimecast).
Maintain an accurate inventory of computers, monitors, peripherals, and IT assets, and document equipment failure, repair, installation, and removal in the asset-management system.
Troubleshoot laser and label printers and other peripherals; identify issues and repair or replace parts as needed.
Verify that physical desktop connections (e.g., RJ-45 Ethernet jacks, VoIP handsets, and cabling between endpoints and network equipment) are in proper working order.
Perform preventive maintenance, including inspection and cleaning of workstations, printers, and peripherals.
Collaborate with network and systems administrators to ensure efficient, secure operation of the desktop computing environment.
Assist in developing long-term strategies and capacity planning for future endpoint hardware, software, and lifecycle needs.
Maintain support documentation and knowledge-base articles for common issues and standard procedures.
Other duties as assigned.
Associate’s degree in computer science or a related field, trade or technical school certification, and/or 1–2 years of equivalent experience.
CompTIA A+ or a comparable entry-level IT certification preferred.
Working knowledge of current Microsoft Windows desktop operating systems (Windows 11) and Microsoft 365 cloud productivity applications.
Familiarity with macOS and Linux desktop environments are a plus.
Working technical knowledge of PC and laptop hardware, wireless connectivity, and common network protocols and standards.
Experience using an IT ticketing / help desk system and remote-support tools.
Familiarity supporting endpoint security (EDR), single sign-on / MFA, and email-security platforms — such as Carbon Black, Okta, and Mimecast — a plus.
Hands-on hardware troubleshooting experience preferred.
Good interpersonal, written, and verbal communication skills, including the ability to present technical ideas in user-friendly language.
Ability to research technical and networking issues and products as required.
Strong analytical and problem-solving abilities with attention to detail.
Self-motivated, with the ability to effectively prioritize and execute tasks in a fast-paced environment.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to operate tools, components, and peripheral accessories.
Ability to work seated or standing for long periods of time.
Ability to lift up to 50 lbs. on occasion.
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf
Note: While efforts have been made to ensure the accuracy of this position description, it is not warranted to be an exhaustive recitation of all position duties; the incumbent may be required to perform duties beyond those listed above.
