SME Computer User Support

2 weeks ago

Dallas, United States Academic Partnerships Full time

Academic Partnerships assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, AP's mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. AP brings single-minded dedication to student success, an integrated set of services, and data-driven performance to our collaboration with university partners

A Day in the Life:

The essential functions of this role are as follows:

  • Act as the primary contact for technical inquiries via phone, email, Teams or face-to-face.
  • Offer in-depth expertise and provide support for Windows and MacOS systems within our environment.
  • Conduct remote troubleshooting, diagnose issues, and guide customers through resolutions.
  • Laptop onboarding for both Windows and MacOS devices.
  • Office 365 tenant to tenant migration.
  • Integration with the companies Microsoft Intune managed environment.
  • Oversee and execute the setup, configuration, and deployment of Windows and MacOS laptops.
  • Collaborate with the IT support team to troubleshoot any hardware or software issues during onboarding.
  • Coordinate with users to ensure a smooth transition of their mailboxes, OneDrive, and Teams data.
  • Troubleshoot any migration issues or conflicts, ensuring minimal disruption to end-users.

What You'll Need for Success:

You must meet the following requirements to be considered for employment:

  • 4-5 years of experience supporting hardware/software in a hybrid Windows/Mac corporate environment.
  • Assist end-users during and post migration, addressing any concerns, providing training if necessary.
  • Strong experience within O365, Entra ID, Active Directory, Microsoft Intune, and device hardware setup.
  • Maintain documentation on onboarding processes, O365 migration steps, and any issues occurred.
  • Ensure all onboarded devices comply with companies Intune policies and configurations.
  • Proven capability to support and maintain end-user systems.
  • Commitment to quality and cost-effectiveness.

Required Skills & Experience

  • Strong understanding of Office 365 services, with a focus on device management and O365 migrations.
  • Excellent problem-solving skills, with the ability to troubleshoot complex technical issues.
  • Comprehensive understanding of computer systems, mobile devices, and tech products.
  • Strong interpersonal skills, with a focus on customer service and collaboration.
  • Proficient in managing both Windows and MacOS devices, with hands-on experience in Intune.

Academic Partnerships is an equal opportunity employer and supports a diverse and inclusive workforce

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