About this role
Job Title: Service Desk
Job Location: Cary NC 27518
Job Type: Fulltime
Job Description:
Main Responsibilities
· Provide effective IT support services across all clients both onsite and remotely.
· Comfortable to work in 24x7 environment.
· To ensure that all incidents are closed within SLA
· To ensure that all installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded upon
· Working with customers and internal teams to ensure operational and service excellence is delivered and maintained
· Providing end-user, desktop support
· Supporting and maintaining MS Server/Desktops
· Supporting and maintaining Office 365 Solutions and G Suite Solutions
· Escalate IT issues within the team where necessary
· Setting up and configuring new laptops and desktops
· Installing authorized software to laptops and desktops
· Troubleshoot desktop and system problems, diagnose and solve hardware/software
Service Management /Identity Management
· Managing user account across applications running on various platforms like O365 Administrator, Windows Active Directory, etc.
· Create and administer LAN (Domain) accounts of the users.
· Create and administer various shared resources e.g. Distribution Lists, Directories and provide permissions to the user as required by them.
· Standardize the network resources as per the client requirement.
· Ensure that the customer has the appropriate access to the tools to support the business in an efficient way.
· System Administrator for the User Account Maintenance and Incident Management Systems.
· Create LAN (Domain) and/or E-mail account for the users and administer them.
· Grant permissions on various network resources available to users.
· Creation and administration of Global groups.
· Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms.
· Creation of New Directories as per the customer guidelines and grant permissions on them.
· Creation, modification and deletion of user accounts on different Servers.
· Creation, Modification and deletion of user accounts on Client managed systems & applications.
Behaviors:
· Works within the team and assists others, where required, to achieve a common goal
· Listens to and is open to ideas and suggestions from others
· Use initiative to ensure that high importance deadlines and SLAs are met
· Takes every opportunity to go the extra mile for the company
· Demonstrates enterprise by continually enhancing themselves and their workplace
· Demonstrates enterprise by suggesting ways to develop the business processes and by being proactive
· Acts a champion for the importance of customer experience within the business
· Always willing to cooperate and assist
· Acts as a true ambassador for the business
· Understands impact of own behavior and language on others and modifies as appropriate
Qualification:
· BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience
· Understanding of ITIL framework
· 1+ years working on or leading a technical service desk for a MSP
· Proven technical ability working for an MSP, through relevant, demonstrable, technical qualifications/experience
· Good organizational, time management and prioritization skills
· Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint)
· The ability to communicate confidently and clearly to customers both face to face and over the telephone Experience with various operating systems, and diverse technical environments and software troubleshooting.
· Excellent customer service orientation and verbal communication skills
· Advanced analytical thinking and problem-solving skills
· High Standard of Incident and Problem management
· Previous experience using helpdesk applications
· Active Directory administration.
· Exchange administration
· O365 administration
· Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting
· ITIL Certified
· Windows XP, 7, 8, 10
All your information will be kept confidential according to EEO guidelines.