Respond to end-user requests for technical assistance via phone, email, or ticketing system. Troubleshoot and resolve basic computer, application, system, device, access, or performance issues. Document, track, and resolve reported problems using established processes. Utilize product information or solution databases to research and deliver solutions. Advise users on resolution methods and provide necessary documentation. Escalate complex issues to appropriate teams. May support software or device installations, user profile setups, or password resets.

GENERAL SKILLS

• Familiarity with troubleshooting and configuring Lenovo and Microsoft Surface hardware.

• Proficiency in supporting Windows 11 operating systems. Mac experience also a plus.

• Ability to assist users with software installations, updates, and compatibility issues.

• Experience with Office 365 applications (Word, Excel, Outlook, etc.) and troubleshooting related issues.

• Knowledge of cloud storage solutions and collaboration platforms.

• Understanding of imaging and deploying Windows operating systems using WDS.

• Familiarity with Microsoft Intune for managing devices and applications.

• Excellent communication skills.

• Ability to diagnose problems, provide solutions, and guide users through technical issues.

• Experience with package deployment software for software distribution and updates.

PRIMARY RESPONSIBILITIES

• You will be the first point of contact for end-users seeking technical assistance. This involves addressing their queries, troubleshooting issues, and resolving problems related to hardware, software, and applications.

• Your goal is to ensure that users receive prompt and effective solutions, enhancing their overall experience.

• You will work with a ticketing system to manage and prioritize user requests. This includes logging incidents, tracking progress, and ensuring timely resolution.

• Efficiently manage and prioritize help desk tickets, ensuring that submitted issues are addressed promptly.

• First Contact Resolution. Strive to resolve user issues on the first attempt. Whether through phone calls, emails, or chat sessions, we aim for quick and effective solutions.

• You will be involved in setting up workstations for end-users. This includes configuring hardware settings, software installations, and ensuring consistent setups.

• Diagnose and troubleshoot issues related to hardware components (such as laptops, printers, etc.) and software applications (including operating systems and productivity tools).

• Assist users with Autodesk product-related queries, installations, and basic troubleshooting.

EXPECTATIONS

• +/- 7 days Travel a Year

• Off hours availability

EDUCATION AND/OR EXPERIENCE PREREQUISITES

• Minimum of 5 years of experience in IT required.