Responsibilities:

• Serving as the first point of contact for customers seeking technical assistance over the phone, via email and or through our ticketing system. This includes walk-ins.
• Documentation of all customer interactions within our ticketing system
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Manage tickets assigned in a timely manner.
• Determine the best solution based on the issue and details provided by the customer.
• Develop/modifying Knowledge Base documentation.
• PC and Mobile deployments, installation of software and assist customers with new devices.
• Image computers and complete post-image configuration
• Record events and problems and through resolution logs.

Requirements and Skills:

• 2-5 years experience working in a help desk environment.
• Proven experience with the Microsoft 365 suite, Microsoft Teams and Microsoft Intune services.
• In-depth knowledge of computer systems and mobile devices.
• Proven experience as a help desk technician. • Ability to diagnose and resolve basic technical issues.
• Proficient with iOS and Android devices.
• Detail oriented and maintain confidentiality.
• Ability to work with minimal supervision.
• Customer-oriented and patient.
• Alternate weekly between on-site work in downtown