What are the responsibilities and job description for the Service Desk II (O365, Active Directory, group policies, VPN, Bitlocker, ServiceNow, ITIL) position at Vertafore Career Center?
Vertafore is looking for a Service Desk Engineer to support our IT Service Desk function and act as a first point of contact for supporting complex user issues and escalations. Ability to articulate solutions clearly and confidently to end users with an ability to multitask to resolve support issues within the defined SLA. Contribute towards continuous process improvement opportunities and follow up with lead and peers to continuously enhance service delivery and user experience.
Core Requirements and Responsibilities:
Essential job functions included but are not limited to the following:
· Support Vertafore’s global employees including US and India in a 24x5 model
· Proven ability to troubleshoot and resolve technical and procedural issues.
· Installing, troubleshooting and supporting Windows and Mac operating systems and laptops, Microsoft Office365, Active Directory, group policies, user access management, antivirus, VPN, Bitlocker or PGP encryption, and MFA (Multi factor authentication)
· Provide remote IT support using best practices, models, procedures via various methods (MS Teams, Zoom, email, ServiceNow, Tele-calls)
· Assist in managing IT assets inventory (Hardware and Software), software compliance and audits
· Support patch management for end user computing