Must possess the proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement. Reimage laptops with proper chain of custody. Basic inventory management. To resolve incidents and upgrade different types of software and hardware. Installation of new hardware for customers, such as new monitors, docking stations, or keyboards. May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 10/11), Windows Administration and across a range of software applications on the client machine (Office applications, Outlook, Teams, etc.). Basic printer troubleshooting and maintenance for all office printers including daily/weekly/monthly print request processing for high capacity printers.

Creating/Modifying AD groups, State Users accounts, and service accounts for application development

Candidates should possess the ability to schedule their own appointments with the customer via email, IM or phone or work in tandem with a dedicated scheduling staff/task assigner. Ability to maintain appointments/customer contact is required.

A successful candidate takes complete ownership of issues and their assigned tickets by carrying out problem analysis to implement fixes and computer installations with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams both direct and indirect to include leads and management where necessary as well as end to end scheduling operations for tickets assigned directly to them. Must accurately record, update and document requests using the IT service desk system Must maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.