IT Help Desk Technician

Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs)Utilize your comprehensive knowledge of computer hardware, software, mobile devices, printers, and other technology tools to troubleshoot, diagnose, and resolve complex issues. Provide high-quality end-user support while adhering to established operational and procedural measuresManage user and device event tracking through global ticketing systemCollaborate closely with our esteemed executives, acting as their trusted technology advisor. Understand their unique needs and deliver solutions that enhance their productivity and effectiveness. Maintain a customer-centric approach to all interactions and foster strong relationships with the executive teamProvide technical and troubleshooting assistance related to MS Windows/Office and other desktop applicationsSource computer hardware including devices, peripherals, and equipment, and coordinate approval as neededEnroll and administer thin clientsMaintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printersManage user/computer/group objects within Azure and on-prem Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions)Provide limited technical and troubleshooting assistance related to the company's critical business systemsPerform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impactAssist with users becoming and remaining compliant with the company's IT security policies and minimum standardsParticipate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures and guidelines)Liaise with third-parties as it relates to any of the above

Requirements

Bachelor's Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred

One to three years of relevant experienceSelf-starter who takes initiative and requires minimal supervisionStrong analytical and problem solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environmentCustomer focused with the ability to communicate and develop relationships with all levels of the organizationExcellent written and oral communication skillsAbility to multi taskTeam mentality and the ability to work effectively with diverse stakeholdersAttention to detailAbility to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and prioritiesGeneral understanding of how IT infrastructure supports business goals and objectivesOpen to traveling if necessaryHDI and ITIL Foundations Certification a plus