Office Manager

Basic Functions

• IT support relating to issues with client core business applications and operating systems.
• IT support services for Microsoft related technologies: Windows Server, Exchange, SharePoint, Microsoft 365, Teams/Phone System, Azure, etc.
• Support backup and disaster recovery solutions, especially initiating restores.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, Windows 365, Azure WVD, ConnectWise Control.
• Maintain control of your work life balance in a flexible environment that values and rewards both personal and professional success.

Additional Duties And Responsibilities

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the dispatch to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Escalate service requests that require more senior levels of support.
• Responsible for entering time and expenses as they occur.
• Understand processes by completing assigned training materials.
• Enter all work on service tickets.

Knowledge, Skills, And/or Abilities Required

• Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems.
• Interpersonal skills: such as video & telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.

Education, Vocational, Or Previous Experience Recommendations

• 3 years minimum previous help desk, service desk, desktop support, network admin, field service or other related experience and/or relevant education.
• Professional IT certifications preferred but not required, such as: Microsoft general certifications, Cisco, CompTIA, ConnectWise CCPA, LabTech LTCP, Microsoft 365 or Azure.
• AA/AS, ideally in computer science or a related field, preferred but not required.