Information Technology Service Desk
3 weeks ago
IT Support
Responsibilities:
- Assist in response to end-users' inquiries regarding technology issues. Includes incident recognition, research, isolation and follow-up steps for first and second tier issues.
- Use incident management database and technology resource center systems.
- Perform system administration, including managing the life cycle of network accounts, permissions, access control lists, folders, etc., for requests, first day services, intra-day transfers, and last day ensuring account security procedures are implemented and enforced, including code/standards of conduct.
- Support and administer audio, video and web conferencing.
- Provide training/presentations to end-users on a regular basis on various aspects of technology and its application in the company.
- Consult with other information technology personnel to coordinate activities related to testing and implementing new technology. Be a key participant in user testing, implementing, document creation and communication for information technology department and the end-user.
- Maintain the information technology outage request database.
- Create and present various reports to management regarding department metrics, benchmarking information, audit and compliance or ad hoc reports as requested.
- Provide after-hours support and perform any additional responsibilities as requested or assigned.
Qualifications:
- Previous experience in IT, customer service, or other related fields
- Ability to build rapport with clients
- Strong troubleshooting and critical thinking skills
- Positive and professional demeanor
- 3+ years of experience
- Previous ServiceNow / large ticketing exp
- Previous AD experience
- Teachable
- Able to hit the ground running
- Able to pass a background check/drug test prior to starting
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