Specialist
2 months ago
Job Description (Posting).
This position is for an experienced technician on the Desktop Support team responsible for partnering with both AShland Infrastructure support and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to Ashland'soperating environment.
Responsibilities for this position may include but are not limited to:
Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and AShland L3 application teams.
Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
Ensures consistent processes, procedures and technologies are utilized across AShland enterprise environment.
Understand and follow direction provided by the Application and System Services team leads and managers.
Document recurring issues in the Ashland Knowledge Base
Document in detail case status and tasks / work completed with end users in the Ashland ITSM system
Follow the Ashland critical incident process
Required Qualifications:
Bachelor s degree in IT or Computer Science preferred
Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:
o Mobile Device Management and Mobile Web Apps, iOS, etc.
o Active Directory Administration and Infrastructure Design
o Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
o Microsoft Office Suite (2010/2016) advanced troubleshooting.
o Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
o General knowledge/troubleshooting for Macs
o General knowledge/troubleshooting for Networking
o General knowledge of Microsoft Intune
o Printers
o Skype Video Conferencing system support
o Office 365
o Understand and troubleshoot Azure MFA
o Desktop imaging
o Strong customer service skills (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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