End User Technical Support

he role will primarily involve:

• Face-to-Face desktop technical support as well as phone/email support for end users
• Support of Windows-based machines (Windows 10 & 11)
• Basic Active Directory user management
• Troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.), as we operate in a Microsoft environment
• Assisting with basic phone system usage (state phone system, Cisco-based)
• Working within our in-house ticketing system, which functions similarly to most standard ticketing platforms

Job Duties include, but are not restricted to:

Identify, research, and resolve technical problems. 

Respond to telephone calls, email, ticketing system and personnel requests for technical support. 

Document, track, and monitor technical issues, providing clear and concise responses to ensure a timely resolution.

Assist clients by answering questions or troubleshooting computer issues in person, over the phone, or through remote tools like Teams and Zoom 

Possess knowledge of commonly used concepts, practices, and procedures, including imaging and Windows operating systems. 

Excellent customer service and ability to de-escalate tense situations.

Minimum Qualifications: 

Install and support Windows environments

Experience using ticketing system

Strong organization, problem solving and multi-tasking skills

Sensitive to confidential information

Able to pass a fingerprint background check.

Strong sense of customer service and professionalism, even in a sometimes-stressful environment

Ability to complete assigned tasks individually, as well as work cooperatively

Preferred Qualifications:

Knowledge of Microsoft Azure/Entra AD/M365

Experience working in virtualized environments