Support Technican

The Support Technician will serve as the first point of contact for employees seeking technical assistance for technology issues.
Provide technical support over the phone, or other means of communications while maintaining high levels of customer service and documentation.

Essential Duties and Responsibilities:
Respond to user hardware and software problems.
Maintain and troubleshoot PC network connectivity to provide maximum uptime.
Setup and test PCs for new and / or existing users.
Test, document, and assist with corporate initiatives as assigned by Manager.
Assist with management of mobile devices (email setup)
Collaborate with other technicians within the team.
Effectively, professionally, and respectfully represents other Technology staff members, teams, and their services to the client community.
Provide support for all Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
Determine the most effective manner to resolve client's technical issue. Engage in research and in-depth troubleshooting to resolve technical issues. Consult with other staff when necessary.
Record required customer and problem information in the corporate Ticketing System. Update tickets with appropriate journal entries of activities and closing tickets with resolution entered upon completion of the job.
Resolve all levels of work orders as assigned. Elevate complex and/or high priority problems to the appropriate support groups for resolution.
Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up.

Knowledge, Skills, and/or Abilities:
Thorough knowledge of Windows Operating System (Win10, Win11)
Thorough knowledge of Microsoft Office Suite (2016, O365)
Thorough knowledge of Microsoft Outlook.
Active Directory/Azure management
Enterprise level service desk ticketing experience.
Experience with multiple technologies including operating systems, wireless networks, security software.
Experience with PC hardware build and troubleshooting
Familiarity with mobile devices (smartphones/tablets)
Strong customer service and communication skills
Good attitude and a desire to help others.
Thorough problem-solving skills.
Ability to share knowledge and assume new responsibilities.
Dependability and a good sense or urgency.
Education and/or Experience:
BA or BS degree preferred or equivalent experience.