Junior Desktop /HelpDesk Support Specialist
Job Description:
TOP THINGS:
o Microsoft Intune and MS Authenticator
o Customer service/client support via phone experience
o Experience using a ticketing system (Remedy, Service Now, etc.)
Provides remote support with technical understanding and capability of Microsoft Intune and MS Authenticator.
Primary responsibilities include: iOS device activation, Microsoft Intune Install and Enrollment, Enterprise Microsoft Authenticator install and enrollment, BYOD iOS device support for uninstall of MDM and re-install of MS Intune.
Administers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-time
Fosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders
Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents must be able to follow through on assigned tags to completion
Assesses and ensures process and work conforms to existing policies, standards and guidelines
Complete documentation of service requests within established time frames
Minimum Qualifications
- High School Diploma or equivalent
- 1 year of IT service/help desk operations experience
- Complete service requests and troubleshoot computer and device problems via the telephone & web channels
- Standard knowledge and experience Microsoft Office Suite, Microsoft Windows operations systems,
- Support Experience with Avanti Intune, iOS, and mobile phone activations
- Strong client customer skills
- Ability to learn quickly and transfer essential knowledge to team members
- Adheres to work instructions and/or processes as defined in Run-Books and Playbooks
- Capable analytical skills
- Strong communication skills
- Demonstrates work quality and efficiency
- Open and adaptable to change
- Passion for safety
Desired Qualifications
- Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
- 1 year of general customer service experience in retail, or call center sales or service role
- IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
- Qualitative and quantitative analytic & problem solving skills
- Advanced verbal and written communication skills
- Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Active Directory, TCP/ IP)
- Remote Support knowledge (e.g. VPN, Citrix, Global Protect)
- Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline
Job Description:
TOP THINGS:
o Microsoft Intune and MS Authenticator
o Customer service/client support via phone experience
o Experience using a ticketing system (Remedy, Service Now, etc.)
Provides remote support with technical understanding and capability of Microsoft Intune and MS Authenticator.
Primary responsibilities include: iOS device activation, Microsoft Intune Install and Enrollment, Enterprise Microsoft Authenticator install and enrollment, BYOD iOS device support for uninstall of MDM and re-install of MS Intune.
Administers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-time
Fosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders
Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents must be able to follow through on assigned tags to completion
Assesses and ensures process and work conforms to existing policies, standards and guidelines
Complete documentation of service requests within established time frames
Minimum Qualifications
- High School Diploma or equivalent
- 1 year of IT service/help desk operations experience
- Complete service requests and troubleshoot computer and device problems via the telephone & web channels
- Standard knowledge and experience Microsoft Office Suite, Microsoft Windows operations systems,
- Support Experience with Avanti Intune, iOS, and mobile phone activations
- Strong client customer skills
- Ability to learn quickly and transfer essential knowledge to team members
- Adheres to work instructions and/or processes as defined in Run-Books and Playbooks
- Capable analytical skills
- Strong communication skills
- Demonstrates work quality and efficiency
- Open and adaptable to change
- Passion for safety
Desired Qualifications
- Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
- 1 year of general customer service experience in retail, or call center sales or service role
- IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
- Qualitative and quantitative analytic & problem solving skills
- Advanced verbal and written communication skills
- Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Active Directory, TCP/ IP)
- Remote Support knowledge (e.g. VPN, Citrix, Global Protect)
- Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline