Duties & Responsibilities

• Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Maintaining, Deploying, and managing Microsoft Entra, Intune, O365.
• Install antivirus software and ensure virus definitions are up to date.
• Network firewall and switch administration and maintenance.
• Optimizing and maintaining network software and hardware.
• Building and deploying file servers and cloud computing solutions.
• Configuring and deploying VOIP solutions.
• Familiar with O365 and Microsoft products.
• Monitors alert systems and takes appropriate action as per guidelines.
• Ability to use various messages in an event log to affect repairs.
• Receive escalated service requests requiring an enhanced response.
• Managing and deploying mobile devices using an MDM such as Addigy.
• Monday Friday 8- 5
• On-call rotation and after hours as needed.

• Minimum of 2 years hands-on experience configuring, troubleshooting and repairing networking equipment, Windows workstations, O365, Entra, and Intune.
• Experience with RMM (remote monitoring and management) tools a plus, such as ConnectWise or Kaseya.
• Having a working knowledge of a PSA tool, such as Autotask, is a plus.
• Excellent verbal and written communication skills and comfortable working with clients at a business level to understand their current and historic issues regarding their business and technology.
• Possesses strong organizational and time-management skills.
• Experience writing proposals for and implementation of technical solutions to fulfill business needs.
• Results-oriented, self-motivated, energetic, professional, reliable, and a team player
• Strong understanding of technology and business productivity systems
• Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills.