IT Support Engineer I

Roles & Responsibilities:

• Handle Level 1 user support and requests to over 1000 employees, either on the telephone or deskside. Follow-up on all incidents and requests until they are completed and inform the user of successful completion or resolution.
• Support Workstations, Desktops, Laptops, Mobile Devices & Deployment of Hardware/Software
• Provide detailed documented histories of all incidents, including diagnostics performed and successful solutions.
• Create and maintain a knowledge base containing subsections for all supported software and hardware.
• Maintain the incident tracking database. Ensure that incidents are timely input, regularly updated and entered in a clear and concise manner. Provide reports, as necessary.
• Maintain parts and consumable inventory, ensuring that minimum stocking levels are always available. Order consumables and parts from vendors with supervisor’s approval.
• Represent IT to user community in a professional and service-oriented manner.
• Provide IT Operations backup support when necessary.
• Work on special projects for IT senior management.
• Other duties as assigned.

Skills & Experience Required:

• Strong experience within a Windows 10 Enterprise environment
• Hardware image creation & deployment/components, troubleshooting
• Experience using JIRA or other ticketing systems.
• ITIL Foundation Certification is a plus
• Certifications such as MCP (Windows 10) is a plus
• Exchange client support/OWA
• Phone support, remote support, desktop services
• User account administration/permissions