Gothic Landscape

Customer Support

• Provide advanced technical support to internal customers, ensuring a seamless IT environment.
• Model excellent customer service by clearly communicating solutions to end users with patience and empathy.
• Diagnose and resolve complex technical issues, including software, hardware, and network problems.
• Handle incidents and service requests within the Zendesk Ticketing system, ensuring timely resolution.
• Perform advanced tasks in Active Directory, Exchange, and File Administration.
• Assist in managing and troubleshooting network-related issues.
• Identify and mitigate security threats using various cybersecurity tools.
• Create and update technical documentation, knowledge base articles, and standard operating procedures.
• Assist with IT projects, including deployments, migrations, and upgrades.
• Install, configure, and troubleshoot complex hardware and software issues.
• Configure, manage, and support mobile devices using MDM solutions.
• Provide remote support for multiple locations and occasionally conduct site visits.
• Provide weekend or after-hours support as needed.

Desktop Support Specialist – Level II