Job Title: Desktop Support Admin

Location: Southlake TX (5 days Onsite)

Job Type: Fulltime Job

Job Description:

• Serve as the first point of contact for technical issues and requests
• Handle customer interactions through voice, chat, email and ITSM tool channels
• Clearly explain the problem-solving process with customers
• Perform remote troubleshooting and proactive user engagements
• Proactively engage technical teams and vendors to escalate and resolve problems
• Use analytic tools and dashboards to identify user issues and execute remote actions
• Use Service Now for incident and problem management activities
• Conduct IT support onboarding sessions with new staff
• Identify and suggest IT support process or procedure improvements

Years of experience needed – 2-3 yrs

Technical Skills:

· Excellent communication skills - verbal and written

· High-level of English language skills

· 3 years in IT service or support roles

· 3 years supporting Microsoft 365 products, Windows 10 / 11 and laptop technologies

· 3 years managing Azure Active Directory users and objects

· 3 years diagnosing LAN, WAN and VPN issues

· Knowledge of Microsoft Endpoint Manager / InTune

· Experience with Service Now incident management and knowledge articles

· Experience working within an ITIL framework

· Experience leading training sessions and/or meetings

· Desired – Experience working with Mac’s

· Desired – IT Certifications or IT tertiary qualification

Job Type: Full-time

Pay: $80,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Ability to Commute:

• Southlake, TX 76092 (Required)

Ability to Relocate:

• Southlake, TX 76092: Relocate before starting work (Required)

Work Location: In person