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L1 Support Specialist for Service Desk and Helpdesk Operations
2 months ago
We are seeking a highly skilled L1 Support Specialist to join our team in Norfolk, VA. As a key member of our IT support team, you will be responsible for providing first-level support for end-user devices and Microsoft 365 services.
Key Responsibilities:- Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intune.
- Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users.
- Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
- Assist users with M365 collaboration tools, ensuring efficient use and problem resolution.
- Use remote help tools to provide support and troubleshooting for remote users.
- Guide users through problem-solving processes remotely, ensuring clear communication and resolution.
- Assist users with password resets and account unlocks in accordance with security protocols.
- Manage intermediate user account tasks in Azure AD, including updating user information and permissions.
- Log and track support incidents using the helpdesk ticketing system.
- Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
- Escalate complex issues to Level 2 support or appropriate teams when necessary.
- Follow up on escalated issues to ensure timely resolution and user satisfaction.
- Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
- Share knowledge and best practices with team members to improve overall service quality.
- Provide users with guidance and training on best practices for using end-user devices and M365 services.
- Promote self-service tools and resources to empower users and reduce support requests.
- Monitor support metrics and KPIs to ensure high-quality service delivery.
- Participate in regular reviews to identify areas for improvement and implement corrective actions.
- Develop and implement automation scripts using PowerShell to streamline routine support tasks such as software installations, updates, and system checks.
- Utilize Power Automate to create workflows that automate repetitive tasks and improve service efficiency.
- Identify opportunities to enhance efficiency through automation and proactively implement solutions.
Experis is a leading global workforce solutions company that helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills.
We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 Experis was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.
