JOB RESPONSIBILITIES

• Manage Help Desk tickets in a timely manner via phone and email
• Create and manage users and security groups in Active Directory (AD) and Azure AD
• Set up new users and workstations
• Manage user accounts, including password resets and multi-factor authentication
• Troubleshoot and resolve printers, drivers and issues related to print jobs

REQUIRED KNOWLEDGE

• Working knowledge of Microsoft Office, preferably Office 365
• Basic understanding of Windows files shares and security permissions modeling
• Basic understanding of Microsoft Server 2019 and newer operating systems
• Basic understanding of Citrix Cloud technology and Thin Client device support and management software such as Dell Wyse Management Studio (preferred, but not required)
• Basic working knowledge of Microsoft Group Policy (preferred, but not required)

QUALIFICATIONS

• Fast learner and a strong desire to develop new skills
• Effectively communicates with coworkers
• Ability to multitask and prioritize tickets based on the severity of the issue
• Ability to handle occasional high levels of stress
• Takes responsibility for assigned work and sees it to completion
• Able to work independently with minimal guidance
• Excellent problem-solving and analytical skills
• Strong attention to detail and organizational skills

WORK ENVIRONMENT AND SCHEDULE

• The ability to lift up to 50 pounds and crawl under desks to install equipment if necessary
• Monday-Friday in-office position
• Occasional non-traditional work hours may be required for upgrades and maintenance
• On-call availability may be required on a limited basis