• Monitors and prioritizes technical support requests via Outlook (email), Teams (chat), in-person inquiries, and/or phone calls.
• Acknowledges receipt of support request within 24 hours, gathers pertinent system information, searches internal/external databases for relevant solutions, and guides user through any troubleshooting steps.
• Coordinates resources of IT department, vendors, and other business stakeholders to remove barriers and resolve issues.
• Documents the steps taken and how the issue was overcome (screenshots, video, etc.) for the department’s internal database.

Weekly/Monthly 

• Deploys new equipment (laptops, phones, etc.) and coordinates warranty work on existing hardware (break/fix).
• Performs new user setups, AD/Azure password resets, and grants Oxford administered file permissions (SharePoint).
• Creates new email accounts and manages Exchange (e-mail) groups.
• Installs and upgrades approved/licensed software.
• Prepares/tests AV/phone resources for small to large group meetings.
• Identifies training opportunities based on frequency, complexity of requests.

1. 3 years’ experience in a technical helpdesk role.
2. Associates degree in Computer Science or additional equivalent experience.
3. Ability to maintain a high level of discretion and confidentiality.
4. Hands-on experience with Microsoft Windows Server (AD), Office 365, Exchange, and SharePoint.
5. Demonstrated ability to manage multiple issues simultaneously with minimal supervision.
6. Ability to communicate effectively across all levels of the organization, via both written and verbal correspondence.
7. Detail oriented, self-motivated, and enthusiastic team player.