Desktop Support Administrator w/MetTel

Salt Lake City, Utah Office

Summary:

Under general direction, provides support to end-users for PC, server, applications, and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise.

Competencies:

• Subject matter expert in Microsoft Intune, including device management, application management, and compliance management.
• Strong technical skills in Autopilot profile creation, including device provisioning, Device enrollment, and management.
• Familiarity with Azure Active Directory and Conditional Access policies.

Duties / Responsibilities:

• Provide IT services to MetTel employees by
  • Working within the ticketing system, document all efforts in the ticketing system. Monitors and tracks issues to ensure accurate resolution.
  • Installing and configuring computers and laptops
  • Installing and supporting software packages.
  • Diagnosing and solving hardware/software faults
  • Setting up new users with accounts within the MetTel system and office 365 platform
  • Providing new users with access to secured resources and applications.
• Maintain ongoing communications with support teams regarding application issue resolution and general workstation management support.
• Work with key platform vendors for support to resolve issues as well as platform strategy development.

• This job includes investigating andcollecting IT usage stats, making recommendations for improving the company's IT systems and carrying out routine configuration and installation of IT solutions.

• Responds to complex technical problems/issues related to hardware, software and networking via email and phone.
• Able to simultaneously support numerous customer bases with separate policy, procedural and ticketing requirements.
• Assists customers by remotely diagnosing problems and providing resolutions for technical and service-related issues.
• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Identifies and provides input on unique or recurring customer problems.
• Proactively track and update all software and hardware for patches and end of life support status.

• Escalates more complex customer technical issues to next level of support.
• Flexible schedule to accommodate non-standard business requirements.
• Ability to perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers and suppliers.

Travel:

Some travel to other company locations or headquarters may be required.

Education and Experience Requirements:

• Must have a minimum of 2 years of Windows and/or End User Device Engineering
• Bachelor's degree in computer science or a related field
• Familiar with standard concepts, practices, and procedures related to desktop support and hardware.
• Demonstrated proficiency in Microsoft office products.
• Demonstrated understanding of Anti-Virus solutions, deployment and governance.
• Knowledge of Microsoft System center and configuration manager a plus.
• Experience with email systems Exchange server and office 365. Troubleshooting email flow and delivery status.
• Knowledge of VMware VDI solutions a plus.

Preferred Education / Experience:

• Microsoft 365 Certified Modern Desktop administrator or similar certifications preferred.