Call Center/Help Desk Technician III

Essential Functions

• Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues.
• Accurately diagnose and resolve technical issues.
• Effectively escalate issues to the appropriate resources when necessary.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation.
• Ability to prioritize work and exercise good judgement while managing multiple tasks.
• Provide operational technical support to clients both on-site and remote relating to company managed equipment.
• Manage ongoing maintenance and deployment of new hardware and software for device life cycle.
• Maintain and update service requests and incidents within the IT Service Management (ITSM) tool.
• Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions.
• Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) and Azure Intune is a plus.
• Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings.
• Prepare workstations, including the setup and configuration of laptops and desktops.
• Interface with hardware vendors to facilitate repair and installation.
• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
• Manage small projects as needed and effectively communicate technical issues and project execution with IT Managers and Network/Server Engineers.

Qualifications

• Proficiency with current Windows OS.
• Experience with Active Directory & Azure Active Directory, M365 Multifactor Authentication and BitLocker.
• Experience with Administration and Troubleshooting of M365 Cloud Applications to include Exchange Online, OneDrive, Teams, & SharePoint.
• Experience with PowerShell scripting.
• Knowledge and experience supporting, troubleshooting, and configuring PC Hardware and peripherals.
• End-User desktop support, mobile device support, email support, phone support, etc.

Skills

• Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes.
• Exceptional skills in oral and written comprehension and expression, problem sensitivity, and both deductive and inductive reasoning.
• Proficient in information organization, with a keen eye for detail and effective prioritization.

Education & Experience

• Bachelor’s Degree in Management Information Systems, Computer Science, or related field and four years of related experience preferred.
• Four or more (4+) years’ experience in a technical support or helpdesk role.