How You’ll Contribute:                      
The Corporate Support Agent (CSA) is the front-end support for our user base.  The CSA will respond to tickets assigned to them and work to collect and validate information about the issue and the user. They will then work to resolve the known issues or requests or perform limited troubleshooting. Tickets that are unable to be resolved should be escalated to other team members for assistance or the Manager, Corporate Support (MCS) for resolution. CSA will maintain workload history and communicate with users via the ticketing system whenever possible.                      

What You’ll Do:

Respond to incoming support requests to diagnose and resolve hardware, software, and network issues. Manage and track workload via the company ticketing system to meet personal and team service level commitments. Assist with configuration of  various IT devices (Laptops, Desktop, Mobile Devices, Printers, Phones, Conferencing Equipment etc.) following set procedure Utilize Mass Duplication\configuration Tools such as Microsoft Autopilot and MDM (Mobile Device Management) Manage inventory of IT equipment and software licenses. Ensure reported issues are resolved or escalated in a timely fashion Create and maintain documentation for IT training, process, and solutions. Provide technical support to employees for company systems and products  Escalate complex technical issues to higher-level IT support or external vendors. Follow up on escalated issues to ensure resolution to meet SLA. Assist with Technical Specification for hardware purchases Assist with Warehouse tasks as needed"                   

 

What You’ll Bring:

Education & Certifications:

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

 

Required Skills/Qualifications:

2+ years of experience in IT support or a related role. Excellent troubleshooting ability to support Microsoft Windows Desktop Environments (10,11) Previous experience supporting Apple MAC endpoints Proficient in supporting Office 365 solutions Strong understanding of remote access technologies/software such as VPN, VDI Proficient in troubleshooting hardware and software issues Excellent computer skills including Microsoft Word, Excel and the aptitude for learning new software and hardware Excellent communication skills, both verbal and written Ability to work independently and as part of a team. Ability to lift and move IT equipment (up to 50 lbs)."                      

 

Preferred Skills/Qualifications:                  

Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus Previous Experience with a Linux OS (Ubuntu) Previous experience with creating images for multiple platforms and understanding of best practices.