Education/Licenses/Certifications:
Associates degree required in Information Systems or related field; or Microsoft Certification and/or 3 additional years in Desktop Support
Bachelors degree preferred
Microsoft Certification preferred
A Certificate preferred
Experience:
2 years Desktop support; Experience troubleshooting system issues with users to determine the cause and resolution
2 years Experience with Microsoft Products including Office, Outlook, and Skype, including online versions
Experience with the current windows operating systems
Experience with user management and mailbox setup on Office 365
Experience with Office 365 troubleshooting for on premise and online versions.
Experience installing end user standard and custom applications as warranted
Working knowledge on Anti-Virus and malware software (McAfee)
Experience with Active Directory including setting up accounts, disabling accounts, and security groups
Experience with laptops including, WIFI connectivity, VPN connection, Authentication Software (Okta), docking stations, laptop maintenance and operations.
Experience with printers, monitors, multiple screen displays, peripherals
Experience baseloading and troubleshooting desktops and laptops with working images
Experience installing end user standard and custom applications as warranted
Experience with Anti-Virus and malware software (McAfee)
Skills & Abilities:
Think, Act & Be Safe.
Ability to guide and instruct end users. Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Excellent communication skills, including active listening, when working with end users. Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
Complex problem-solving and critical thinking skills.
Able to troubleshoot video conferencing issues with remote/virtual meetings.
Ability to maintain confidentiality.
Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations. Ability to multi-task multiple tickets and issues.
Use Time management skills to balance tickets and projects assigned. Judgement and decision making, knowing when to escalate issues
Ability to prioritize, organize, and accomplish work to achieve specific goals.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Ability to operate a computer/mobile device with relevant software applications.