Service Desk Engineer Ii
Currenta. Provide first contact support of incoming requests to the Service Desk viatelephone, web portal, email, chat to ensure courteous, timely, and effectiveresolution of end-user issues.b. Follow-up on open tickets, keeping the clients informed of any updates to theirtickets along the way.c. Record, track, and document the service desk incident within the Service Deskapplication.d. Collaborate with other members of the team to identify solutions to customersupport requests and escalate to more senior team members or external resourcesas needed.e. Provide first-tier support to end users for Windows Workstations, MAC OS,printers, mobile devices, Microsoft 365, Active Directory, or basic application andhardware troubleshooting.f. Add users, remove users, reset passwords, and change folder permissions.g. Basic understanding of how IP addresses, subnet masks, gateways, and DNSaddresses work.h. Utilize remote access solution and support on a variety of topics including VPNclients, Terminal Services, and Citrix.i. Troubleshoot issues utilizing the latest versions of the following technologies:Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop anddesktop hardware, Anti-Virus and Malware software, Spam Filtering, andMicrosoft Office Applications.
