Desktop Support Technician L1
COVESTIC2
About the role
Role Summary
Functioning as part of an IT Team, individuals in this position will provide IT Helpdesk / Desktop support.
Responsibilities & Tasks
• IT support services for all aspects of user account setup and maintenance, system patching, system imaging, break/fix on PC and Mac platforms, video conference equipment, printers, phone systems, and general IT hardware/software
• Monitoring and maintaining computer systems, video conferencing, and networks within the office
• Follow SOP documentation and escalate issues appropriately to higher-level staff
• Manage individual workflow and maintain the current ticket queue via the Service Now ticketing system
• Working closely with the IT support team to learn and identify issues in the office
• Mobile support: iOS, Android, Windows Mobile
Experience, Skills and Qualifications Required
• Strong service-oriented mentality
• Excellent communication/interpersonal skills, ability and willingness to learn and cross-train with other IT staff members required
• Recent hands-on technical experience with Windows 10, G-suite, Exchange, Mac OSX (High Sierra, Sierra), Microsoft Active Directory, system imaging, PC and Apple hardware, and mobile
• Basic networking knowledge
• VPN, network connectivity including 11x, TCP/IP, DHCP
• Recent experience with remote access and remote-control tools to support remote
• Not required, but a plus: Service-Now, JAMFSCCM, CrashPlan, Zoom, Okta, and Ring Central
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