Ticket Triage: Categorize, prioritize, and assign incoming support tickets to appropriate teams
Service Request Fulfillment: Address common requests such as password resets and software installations
Incident Resolution: Troubleshoot basic issues, escalate unresolved issues after 30 minutes
Customer Interaction: Communicate clearly and professionally with clients, providing timely updates
Advanced Troubleshooting: Resolve complex issues related to Active Directory and Office 365
Onboarding & Provisioning: Set up new employees by provisioning user accounts and configuring workstations
System Maintenance: Keep documentation up to date and create SOPs
Process Improvement: Evaluate system performance and recommend improvements

Requirements

Prior IT support experience is required
Technical Skills: Solid troubleshooting skills with experience in MS Windows, Office 365, MacOS, and networking
Familiarity with remote management tools and backup solutions is beneficial
Exceptional problem-solving, customer service, and conflict-management skills
Ability to thrive in a fast-paced, on-site environment
Relevant certifications are a plus

Benefits

401(k) with up to 3.5% match
Generous PTO and paid holidays
Paid training, certifications, and ongoing professional development
Transparent, communicative work environment with an open-door policy
Opportunities for personal and professional advancement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingActive DirectoryOffice 365MS WindowsMacOSnetworkingremote management toolsbackup solutionssystem maintenanceprocess improvement

Soft Skills

problem-solvingcustomer serviceconflict managementcommunicationtime managementadaptabilityteam collaborationattention to detailorganizational skillsprofessionalism