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Responsibilities:
- Provide expert and creative solutions to user problems of a complex nature to ensure user satisfaction and productivity.Â
- Instructs users in the use of equipment, software, and manuals. Identifies and escalates situations requiring urgent attention.
- Research, resolve, and respond to highly complex questions; capture and document the details of an issue and the troubleshooting steps taken to escalate the issue or document the identification and resolution; use a ticketing system to track and route problems and requests, and document solutions.
- Maintain system standards; load and initialize PC software (operating system, networking software, applications software, MDM, etc.); test PCs and Macs for correct network operations including access to printers, e-mail, and business applications; instructs users on use of their PC or MAC and its access to the network; configure new workstations and setup computers based upon an existing client/server model
- Provide support and administration for SharePoint, including user permissions, document libraries, and troubleshooting site access or syncing issues.
- May act as product liaison for major products, working with vendors to solve technical issues as needed.
- Assist in managing Enterprise applications, including desktop installation/configuration and permissions assignment.Â
Knowledge and Experience:
- Minimum of 2 years of support experience.
- Knowledge of SharePoint is a must.
- Hardware/software troubleshooting experience.Â
- Networking and wireless networking experience preferred.
- Knowledge of Windows Server/Azure administration and using cloud-based Applications.
- Working knowledge and experience with Windows 10/11 setup and macOS setup and troubleshooting, Outlook, and Microsoft Office.
- Experience with Intune or similar device management preferred.Â
- Ability to effectively learn and acquire new knowledge and skills.
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