Primary Responsibilities:

• Provide excellent customer service and desktop support to the end user’s satisfaction.

• Work with teammates to maintain or exceed appropriate desktop support standards to various sets of enterprise level clients.

• Provide technical assistance and support for incoming tickets (reactive) received through ticketing system (ConnectWise) or over the phone.

• Meet or exceed baseline metrics for reactive support.

• Carry out & document troubleshooting steps to resolve problems.

• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), VPN and other systems.

• Document internal procedures and process and create “how to” write-ups and upload onto internal documentation tool.

• Assist with onboarding of new users remotely.

• Remote setup new/old PCs and deployment for our clients using standard hardware images and software.

• Help end users configure email on their smartphones.

• Active Directory and Exchange/Office365 troubleshooting/add/changes on clients’ servers.

• Be available for the After-hour On-Call schedules including 1 weekend every 8 weeks.

Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 2+ years of experience in desktop or support desk, IT support, or a similar technical role.

Human Recourses

• Proficiency with Microsoft Azure, Active Directory, and Group Policy management.

• Experience using ConnectWise for ticketing and service management.

• Excellent problem-solving skills and attention to detail.

• Ability to work independently and manage multiple tickets simultaneously.

• Strong communication skills for effective end-user support.

Preferred Skills:

• Knowledge of scripting languages (PowerShell, Batch).

• Experience with Microsoft Endpoint Manager.

• Certifications such as CompTIA A+, Microsoft Certified: Azure Administrator Associate, or similar.

Physical demands:

• None

Benefits (If hired after internship):

• Health, Dental, and Vision insurance- 100% employer contribution for the employee under the silver plan

• Life and disability insurance

• PTO- 10 days for the first 2 years, 15 days at 2 years, 20 days at 5 years

• 5 sick days

• 6 holidays- New Years, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas

• 4 floating holidays

• Training and certification opportunities for career advancement

• 401k matching

• Paid Maternity and Paternity leave