IT Support Engineer I

Roles & Responsibilities:Handle Level 1 user support and requests to over 1000 employees, either on the telephone or deskside.Follow-up on all incidents and requests until they are completed and inform the user of successful completion or resolution.Support Workstations, Desktops, Laptops, Mobile Devices & Deployment of Hardware/SoftwareProvide detailed documented histories of all incidents, including diagnostics performed and successful solutions.Create and maintain a knowledge base containing subsections for all supported software and hardware.Maintain the incident tracking database.Ensure that incidents are timely input, regularly updated and entered in a clear and concise manner.Provide reports, as necessary.Maintain parts and consumable inventory, ensuring that minimum stocking levels are always available.Order consumables and parts from vendors with supervisor's approval.Represent IT to user community in a professional and service-oriented manner.Provide IT Operations backup support when necessary.Work on special projects for IT senior management.Other duties as assigned.Skills & Experience Required:

Strong experience within a Windows 10 Enterprise environmentHardware image creation & deployment/components, troubleshootingExperience using JIRA or other ticketing systems.ITIL Foundation Certification is a plusCertifications such as MCP (Windows 10) is a plusExchange client support/OWAPhone support, remote support, desktop servicesUser account administration/permissions