Job Description

###

WHAT YOU WILL BE DOING

+ This position reinforces and complements the Global Service Desk support of 24 hours x 7 days a week x 365 days commitment by providing support in the evenings and weekends. + Provide remote IT troubleshooting and incident resolution support services for PC and Mac platforms including video conference applications, printers/copiers settings, IP phone systems as well as smartphone devices, general IT hardware/software, and accessories related inquiries.
+ Provide business application support where standard operating procedures are defined
+ Base level understanding of IT infrastructure including networking and ability to build, configure, and support them with the guidance from SMEs
+ Create and follow SOP documentation and escalate issues appropriately to higher-level or respective staff
+ Manage individual workflow and maintain current ticket queue via IT ticketing system
+ Participate in ad-hoc data gathering and documentation activities for the urgent support requirements and continuous process improvements
+ Develop and maintain a productive and professional relationships with user base

###

WHAT YOU BRING

+ Any degree in tech or related discipline or equivalent military experience + Must have 7+ years of relevant experience in IT admin roles
+ Strong service-oriented mentality is a must- 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 11, Mac OSX, Google Workspace, Microsoft Active Directory, system imaging, VPN, basic networking, network connectivity including 802.11x, PC and Apple hardware, and mobile devices
+ Recent experience with remote access and remote-control tools to support remote employees. Zoom, MS Remote Desktop, etc.
+ Should be able to handle office network issues and other IT related queries.