T1 Support

Responsibilities

• Handle the normal influx of support requests, case routing and escalation
• Document procedures for handling different types of issues
• Interface with vendors regarding user issues
• Diagnose and resolve basic technical issues
• Provide timely and effective solutions
• Aid users with troubleshooting hardware, software, and network connectivity issues
• Guide users through step-by-step solutions or escalate issues as needed
• Log and track all support requests in the ticketing system
• Ensure accurate and detailed documentation
• Monitor and follow up on open tickets, ensuring issues are resolved promptly

Qualifications

• Office 365, SharePoint, and Virtual Desktop (VDI) experience, Azure VDI experience preferred
• User/group administration experience
• Comfortable working an on-call rotation
• Experience using a ticketing system such as Jira or ServiceNow
• Experience supporting users remotely over the phone and using remote control tools
• Experience with Windows and Mac operating systems, troubleshooting issues with both operating systems
• Experience with SCCM or Microsoft Intune or JAMF management
• Excellent customer service skills

Pay

The typical base pay for this role across the U.S. is: $26.00 - $ 28.00/hour. As a non-exempt position, this role will be eligible for overtime, at 1.5 times the base rate, or as required by state or local law.

Benefits

• Medical, dental, and vision benefits
• Health savings account option for qualified medical plan enrollments
• Accrual of up to 10 paid days off
• 3 days paid bereavement leave
• 401(k) plan participation with employer match
• Life and disability insurance
• Commuter benefits
• Dependent care flexible spending account
• Accommodations for work travel
• Discretionary performance or recognition bonus

Consent to Communication and Use of AI Technology

By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary. You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions. Calls may be recorded. Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying “STOP” to messages or by contacting privacy@aditiconsulting.com.