Job description

•    A+ Certification or equivalent experience
•    Good working knowledge of Active Directory
•    Excellent customer service and communicationskills including providing VIP support
•    Experience supporting large Windows-basedenvironments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 8 andO365
•    Advanced knowledge of Microsoft Office suite of applications
•    Support of End User for video conferencing units. Support of mobile devices
Duties & Responsibilities:
Provide support on Client Windows platform, for desktop/end user technologies, collaboration tools, and mobile technologies and printing, this includes the laptop/mobile devices all, video conferencing, network/remote access this positionworks collaboratively with the Service Desk for end user break/fix and other support functions.

Duties shall include, but not be limited to:
•    Diagnosing and troubleshooting desktop system,printer and operating problems
•    Consulting and instructing users on hardware andsoftware questions/issues
•    Collaborate with other IT Services Data Centerand Network Infrastructure teams
•    Install, maintain and upgrade equipment and itsassociated infrastructure
•    Runs diagnostic tests to isolate system problemsas well as proactive activities
•    Operating Systems Windows, OS-X
•    MS Office (Windows and knowledge of Mac)software
•    Experience with Remote Support technologiessuch as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
•    Hands on experience removing viruses and spyware using various tools (Windows) Identifies, researches, and resolves technical problems including forming an RCA
•    Responds to telephone calls, email, service tickets, and dispatched requests for technical support
•    Documents, tracks and monitors the problem to ensure a timely resolution within an effected SLA window

Base Requirements

•    Excellent written and verbal communication and customer service skills with proven ability towork in fast paced environments
•    Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
•    Experience in working with a helpdesk operation,to include Windows and Mac clients
•    Self-starter that is able to collaborate actively withothers in a cross-functional team
•    Proven attention to detail and high standards for quality
•    Excellent organizational / administrative / technicalskills with agility to re-prioritize as necessary
•    Skilled in documenting written troubleshootingsteps and instructions
•    Business professional attire