IT Support

• Support end users and managed endpoints for multiple customers, primarily across Microsoft 365 and Intune
• Work tickets from email/voicemail intake
• Perform call-backs and join on-call rotation for priority incidents
• Monitor the e360 Managed Services ticketing system
• Triage tickets and determine next course of action
• Perform initial assessment, triage, research, and resolution of incidents and requests regarding application software and infrastructure components
• Collect information through customer conversations and access support tools
• Participate in on-call rotation and provide end user support
• Troubleshoot Outlook/Teams/OneDrive and remediate Windows 10/11 issues
• Install and maintain PCs and thin clients
• Document all reported issues and requests into ITSM ticket tracking system
• Engage vendors for product support services

Help Desk Level 2 Support – Western States Residents ONLY

Returned Goods Credit Specialist

Senior Help Desk Engineer

IT Manager – Tier 2

Senior Systems Support Specialist

IT Support Specialist, L1