• Resolve software-related issues for all firm-deployed applications in-person and remotely.
• Troubleshoot issues related to client workstations/laptops, as well as related hardware.
• Convert various forms of document and multimedia including, but not limited to, zip files, unknown extensions, unsupported applications, etc.
• Removal of harmful desktop viruses, spyware, ad software, etc.
• Printer management including, but not limited to, resetting and clearing print jobs, installation, and back-end server support.
• Contact third party vendors as needed.
• Test new and/or updated technology to ensure stability prior to firm-wide release.
• Commit to self-development by learning new technologies as needed.
• Providing 80 percent software support with 20 percent hardware support.
• Support firm-issued mobile devices (iPhone and iPad):
• Install and configure mobile device management platform (MDM).
• Troubleshoot issues related to mobile devices and MDM.
• Provide end user instruction.
• Follow department standards for inventory tracking and communication.
• Support desk phones and voicemail system:
• Troubleshoot and resolve technical issues.
• Provide end user instruction.
• Provide outstanding service to end users by:
• Adhering to department standards for ticket workflow and service level practices.
• Regularly checking voice/e-mails and responding in a timely manner.
• Following up with clients to ensure a satisfactory resolution to reported problems and requests.
• Assisting with development and updates of technical and support documentation.
• Communicating with end users regarding system outages and resolutions.
• Updating internal training resources such as, but not limited to, Freshservice Knowledge Base.

Required Qualifications

• 3 to 5 years job-related experience in an IT support role.
• Excellent verbal and written communication, including appropriate telephone etiquette.
• Excellent organizational skills.
• Excellent problem-solving and troubleshooting skills required.
• Exceptional customer service skills.
• Strong dedication to maintaining professional relationships with users and outside vendors.
• A working knowledge of Microsoft Office at a proficient level.
• Ability to quickly learn new technology and develop computer skills as required to meet user demand.

Preferred Qualifications

• Working knowledge of Citrix XenDesktop.
• Working knowledge of Freshservice Ticketing System, Office 365, Active Directory, Exchange Admin Center, Citrix Director, Onboarding and Offboarding users.
• Working knowledge of A/V equipment, A/V software, Account Management, and Meeting Management.
• Certifications Preferred.