This incumbent in this role will handle all Deskside support incidents and requests, including escalations from other team members and IT teams. As a Deskside Support level II, he/she will provide expert technical support to all users, including senior leadership, assigned projects and may provide occasional 24x7 support for escalations or after hour work when it is needed.

This role will be responsible for providing support and resolving of issues and requests remotely and an occasional in person /desk visit, over the phone, email or through remote desktop tools. In addition, they will be responsible to configure hardware to be shipped to our remote employees. This is a hands-on position requiring experience with complex troubleshooting of both hardware and software issues.

Must have experience with support MS 365, Teams, Zoom, Citrix/VDI.

Minimum Qualifications

• 3+ years of experience w/High School

Additional Experience

• Experience in troubleshooting and resolving complex PC hardware and software issues.

Knowledge, Skills, Abilities

• Extensive technical knowledge of Jira system and interface to create tickets, assignments and dashboards for the enterprise Deskside team
• Strong troubleshooting skills and ability to resolve complex PC hardware and software issues
• Ability to research and provide information about in-home electronics, peripherals, Wi-Fi setups, and wireless routers to the Executive team for both Windows and Apple OS platform
• Strong interpersonal skills to manage internal clients and vendors
• Highly developed analytical skills and ability to solve complex technical problems
• Excellent written and verbal communication to escalate issues to other IT teams
• Ability to lead desktop components of Facilities and IT projects