General Description: Provide Tier I & II customer service and technical support to local, global, and remote end-users. Implement, upgrade, or troubleshoot all related hardware, software, & networking systems. Resolve requests and issues in a timely manner documenting via ITSM ticketing system, escalating as appropriate. Participate in and complete assigned projects as needed, either independently or as part of a team.
Key Job Responsibilities
1.Triage, troubleshoot and resolve request & incident tickets, escalate tickets as appropriate, documenting in ITSM system
2.Install, upgrade, support and troubleshoot Windows 10, Microsoft Office/365, and all other authorized desktop applications
3.Install, upgrade, support and troubleshoot computer hardware, printers, and all other authorized peripheral equipment
4.Use diagnostic tools to troubleshoot client related networking issues or provide improvements
5.Handle all Move/Add/Change for user and computer accounts in Active Directory, provisioning access to required electronic resources
6.Accurately update IT Hardware and Software Asset Inventory in the ITSM system
7.Provide or recommend computer related training as needed, including FAQ’s, knowledge base contributions, and job aids
8.Own or assist in administration of assigned software platform(s) to ensure continual service availability and required performance
9.Participate in and complete assigned projects and tasks as needed, either independently or as part of a team.
10.Create & define personal annual goals, align due dates with those that are cascaded, and achieve successful completion
11.Discharge duties in accordance with SI Group’s Quality policy. Within job scope, ensure the implementation of compliance programs for all federal, state and local regulations covering employee health, safety security and the environment. Adhere to SI Group’s Integrated Management System, company policies, EHS requirements, Responsible Care practices and ISO 9000 programs.
12.Perform any additional duties as assigned by Manager
Requirements
1.BS or Equivalent Experience
2.Strong analytical, strategic, organizational, reporting, presentation, and communication skills
3.Ability to work effectively in an international team setting
4.Proven leadership and teamwork qualities
5.Strong analytical, decision making, & problem-solving skills leverage working independently & as part of a group
6.Developed ability to respond rapidly to system problems, outages, alerts and to resolve those issues
7.Strong time management, work load prioritization, and written & oral communication skills are essential.
8.Proficient in spoken and written English