Provide white glove customer support whether over the phone or desk side including handling extra issues when on-site to ensure that users are taken care of, creating tickets to get them to the proper team to encourage first call resolutions, and assisting other techs with projects to guarantee resolutions that exceed user’s expectations. AD and Azure AD are the top used tools for this position as well as several different RDP such as Goverlan, Remote Control via SCCM, and Dameware. O365, Cherwell, and strong customer support skills are also used daily.

Mastery Service Now, Citrix, suite of diagnostic tools for maintaining/troubleshooting networks, switches, hardware, and self checkout registers. Assist with installations of DisplayData wireless communicators.Experience handling major outages including site networks and power at sites. Maintaining exceptional documentation of entire work process. Assist in creating new Knowledge Articles for old/new issues.

Technical support working within an in-house ticketing system.Handling alarms, work orders, and sending emails notifying customer of any active work orders being placed.Work with an in-house work order placement system.Utilizing RDP to remote to two additional computers for working across several systems at a single time while verifying information.Over the phone technical support to on-site technicians.Utilizing Slack to effectively communicate with other employees about any work orders, tickets, or other work-related topics.

Experience working on Windows, Active Directory, Office 365, and Remedy.Providing excellent customer service and rapport skills to ensure user has a wonderful experience.Assisting EU with everything from password resets, removing/adding VPN, and even walking through troubleshooting steps with printers.Provide IT support for desktops, laptops, tablets, smartphones and VOIP phones and peripherals