Provides computer help desk support and technical training on hardware and software to end users including but not limited to printers, phones, and other network devices.
Troubleshoots Mac and Windows software and hardware for end users via phone, email, and chat remotely.
Troubleshoots iPhone and Android mobile OS and applications
Sets up mobile phone Exchange email, VPN, and internet access for users via secure company network.
Assist new hires on initial setup of IT Hardware, software, and technology related procedures to aid in a swift onboarding process.
1+ years end user support/desktop support experience in retail or enterprise environment
Excellent task management, verbal & written communication skills, combined with relentless follow-up.
Exceptional professionalism and customer-service skills, motivated by complete customer satisfaction.
Experience with Mac and/or Windows
IOS and Android troubleshooting experience
Able to communicate effectively in setting resolution expectations
Flexible, able to multitask, and prioritize customer requests/incidents
Loves working in a team-oriented environment but able to work autonomously
Must be comfortable working in a fast-paced, demanding environment
Ability to travel up to 25% to remote offices for training
Familiarity of Fault Domain Isolation (FDI) troubleshooting
Experience in remote end user troubleshooting
Basic understanding of Microsoft Outlook™ client (Windows & Mac) and the Microsoft Office Suite, plus for experience resolving complex problems and assisting users with advanced functionality.
Experience with troubleshooting networking issues and familiarity with networking infrastructure.
Applied experience with Microsoft Exchange™ and Active Directory or other directory management utilities
Comprehensive understanding of Mac OS in resolving individual application failures
Comprehensive knowledge of Windows, in issues around troubleshooting system crashes and performance issues.
Comfortable with command line interface, scripting, and/or Powershell