Primary Responsibilities:

• Proficiently analyze and resolve intricate end user issues while proposing scalable solutions.
• Maintain and adhere to logging and reporting protocols, overseeing desktop operations via ticketing systems.
• Actively manage the customer computing experience through proactive planning and streamlined technical projects to refresh systems.
• Provide first and second level support for workstation and laptop users, while expanding remote support for global users.
• Address complex operational issues by identifying root causes and coordinating with specialists for resolution.
• Ensure desktop security standards compliance and manage enterprise desktop asset management software.

Duties:

• Deliver exceptional customer service and demonstrate a strong inclination towards learning.
• Maintain availability in the Call Center during business hours and participate in after-hours support rotation.
• Monitor and manage ticket queues, directing issues to appropriate teams when necessary.
• Document all end-user interactions in the ticketing system and provide technical account management.
• Respond promptly to requests, maintaining professionalism at all times.
• Diagnose and troubleshoot issues using various tools like RDP, BigFix Remote Control, and VPN software.
• Address inquiries regarding systems, hardware, software, and operational problems.
• Instruct and troubleshoot software/hardware issues for internal and external customers via multiple communication channels.
• Proficiently handle VTC and VOL setups and troubleshooting.
• Generate reports for management and contribute to knowledge base maintenance.
• Document and manage Product Development issues and support training and quality improvement initiatives.
• Demonstrate integrity and a strong work ethic while assisting with assigned duties or projects.

Job Requirements:

• Minimum Security Clearance: Clearable

Details:
Required Skills (Top 5 Must-Haves):

• Full Active Directory experience
• Proficiency in PC hardware troubleshooting
• Proactive attitude
• Ability to work independently
• Experience with ticketing systems (ServiceNow)

Ideal candidates will have an Associate's degree in Information Technology with three to five years of relevant experience, or equivalent.
Working knowledge of Linux network fundamentals and expertise in Windows technologies are essential.
Requirements include proficiency in DNS, FTP, SMTP, TCP/IP, LDAP, Windows Win10, and Microsoft Office.
Candidates must demonstrate the ability to react swiftly to high-priority requirements, balance priorities, and work effectively alone or in a team.
Strong communication, organization, and project management skills are necessary, along with the ability to document solutions and train others.
Experience with PC hardware troubleshooting and repair, as well as the ability to travel for on-site support, are required.
Preferred qualifications include experience with Service Now, agile operations, Microsoft 365 environments, and relevant certifications such as MCSE, MCSA, MTA, and ITIL.

Job Type: Full-time

Pay: $30.00 - $40.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Morning shift

Application Question(s):

• Are you a US Citizen or a GC Holder?
• How many years of experience do you have with Service Now?
• How many years of experience do you have with Linux?

Work Location: In person