Key Job Activities:

• Handles escalations and complex support issues and works to provide resolution. Documents troubleshooting steps, resolution and closes ticket or escalates to respective internal team.
• Configure, troubleshoot, and maintain various infrastructure hardware components and internal solutions, desktop and laptop computers, network printers, software and O365 applications.
• Act as mentor and provide support for the Tier 1 Technical Support team members
• Provide evening and weekend on call support on a rotational basis
• Participates in Major Incident calls and is responsible for distributing email communication
• Provide Deskside Support, Walk up Window Support and other duties as assigned

• Basic understanding of ITIL is considered an asset
• Experience with common end user applications including Windows 7, Windows 10, Microsoft Office, Internet Explorer, and Outlook is a plus
• Knowledge of IP networking concepts, Wi-Fi, and remote access technologies is a plus
• Must be 18 years or older, with a HS diploma or equivalent
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Strong verbal and written communications skills.