Status:            Full-Time

NOTE:           Must pass a background check

 Job Responsibilities:

• Perform duties as Tier 1-2 Help Desk Analyst
• Troubleshoot problems with PC / Apple computers, MS Office, SharePoint, Windows OS, Mac OS, and other applications.
• Work closely with Customer and Team to maintain SLA and high customer satisfaction
• Answer and resolve or escalate all calls as appropriate to maintain a high level of customer satisfaction.
• Make recommendations for overall improvement across the contract.

Education/Knowledge/Skills:

Mandatory:

• 2-3 years’ experience
• Experience trouble-shooting Windows/Apple computer
• IT background
• Strong Customer Service skills
• Good Written and Verbal skills – ability to gather and communicate information accurately
• Strong working knowledge of MS Office apps, SharePoint, Windows OS, Mac OS
• Knowledgeable in SCCM, Casper
• Experience with Active Directory and Group Policy Objects

Desired:

• Experience supporting Government Agency and demanding customer service environments