Senior It Helpdesk Specialist
Current• Active Directory support, including onboarding and offboarding of users, managing groups, priveleges, shared mailboxes, folder access and security• Maintain access for associates, vendors, and customers across multiple applications and systems (ie. Oracle, Cisco WebEx, Office 365, legacy systems, etc.)• Supporting access management services (SSO and MFA with Okta, PAM systems)• Tracking and managing work records as single point of contact for Tier1/Tier2 helpdesk tickets, keeping meticulous records until problem completion within SLA's in Microsoft Dynamics CRM and Service NOW systems• Desktop and remote support for Windows, Android and iOS devices, Lenovo and Microsoft Surface laptops, Cisco phones• Diagnosis and resolution of hardware malfunctions, software issues, and networking problems• Maintaining troubleshooting skills, decision-making skills, and technical expertise• Senior member of 2-time President’s Award winning group, holding a 99% CSAT rating and Team FCR of 87% for the past 4 years• Documentation creation and updating of company runbooks• 3rd party POS system (Epicor Eagle) installation, training and support, including all software modules (POS, Inventory, Accounting, Telecommunications, Purchasing/Receiving, etc.) and hardware peripherals (barcode scanners, printers, cash registers)• Familiarity with Oracle Fusion, Monday.com, Office 365 licensing and administration, MS Exchange Online, MS Dynamics CRM, Active Directory Users and Computers, Service NOW, Outlook, Word, Excel, Teams, Citrix GoToAssist, Okta, Proofpoint, IBM Secret Server, Carbon Black, TrendMicro, Cisco VPN, VDI, HP and Lexmark printers, Cisco VoIP system, WebEx Calling, WebEx Contact Center
