• Provide high-quality customer support with a customer-first mentality.
• Manage End User Computing for all international users
• Take responsibility for patching international computers
• Use advanced knowledge and troubleshooting to resolve complex issues with international computers and applications
• Participate and/or lead assigned projects to ensure high-quality processes for international users
• Support and manage Windows, Mac OS and Mac iOS devices
• Take responsibility and ensure a high quality of on-boarding and off-boarding processes for all international users
• Perform installation of Desktop Software, Desktops, Laptops, Tablets – Surface Pros and various peripherals
• Troubleshooting common issues with Desktop Software and Operating Systems
• Repair and replace components in warranty and non-warranty hardware (Desktops, Laptops, Tablets – Surface Pros, Peripherals)
• Perform End-user moves from various office locations including all computer-related hardware and peripherals
• Assist with troubleshooting and resolution of issues with simple network, voice, server and meeting room-related issues as a Smarthands resource (hands and feet)
• Coordinating work with Clients and Third Party Vendors
• Management of Desktop Hardware Configuration Management Databases (updating location and asset information)

Skills: Customer-Centric Support, End User Computing Management, Advanced Troubleshooting, Project Leadership, Device Support, Onboarding Processes, Hardware Repair, Configuration Management

• Build, configure and deploy user workstations, including varying levels of hardware and software customer training
• Diagnose, investigate and resolve computer issues, including desk-side visits and software installations
• Provide local Tier II technical support for incidents assigned by the National Service Desk by managing and resolving remedy incidents assigned to the queue according to the Incident Management process
• Maintain incident and request ticket documentation by adhering to the System Incident Management process
• Input assets in Configuration Management Database (CMDB)
• Develop, read, and interpret technical documentation
• Coordinate and support International travel by adhering to policy and procedures, including mobile devices, laptops and external drives
• Provide On-Call support for after-hours issues
• Manage end-of-life processes for PCs, peripherals, servers, printers, mobile devices, etc.
• Maintain technical standards and guidelines for respective environments
• Troubleshoot and diagnose performance issues within technical environments and networks
• Interact and collaborate with architects, application developers, etc.
• Install, configure and/or support technical components
• Participate in the planning, design and implementation of projects, equipment and applications
• Maintain working knowledge of platform settings required by the technical environment

Skills: User Workstation Deployment, Issue Diagnosis, Tier II Technical Support, Incident Documentation, Configuration Management, Technical Documentation, International Travel Support, On-Call Support

• Install and support a variety of PC operating systems including Windows and Macintosh, as well as proprietary application software packages
• Ensure support calls are resolved and users are informed of progress at agreed intervals to employees in the office, at remote locations, and during business travel, meeting SLAs
• Ensure all calls and other contact points are acknowledged and investigated in a timely manner
• Install and maintain printers, fax machines, scanners, copiers, BlackBerrys, Mobile Devices and other PC peripherals
• Provide professional and accurate support to employees
• Use second and third tier support resources to research and resolve open issues when necessary
• Conduct user training on internal applications
• Maintain asset-tracking information where appropriate
• Ensure compliance of regulatory requirements
• Ensure only approved software is installed and software licensing is maintained
• Identify process improvement opportunities and collaborate with management regarding how to build upon or repair situations
• Train business partners on use of equipment and infrastructure operating systems and software
• Support Executive Level end users
• Participate in disaster recovery operations
• Set and observe all technical and architectural standards as previously developed
• Build and maintain rapport and partnerships with peers and other team members

Skills: PC Operating System Support, Timely Issue Resolution, Office Equipment Maintenance, Professional User Support, Collaborative Issue Resolution, User Training, Asset Tracking Management, Disaster Recovery Participation

• Process and respond to all incoming incident reports.
• Build and repair corporate desktops.
• Support employee IT onboarding and decommissioning processes.
• Create and maintain desktop images.
• Install and maintain all desktop hardware.
• Create documentation and maintain IT knowledge base.
• Provide onsite support at corporate headquarters and hub locations.
• Support and troubleshoot MS Teams issues, call clarity, etc.
• Troubleshoot and process and provide end-user training
• Troubleshoot, diagnose and repair desktop, laptop, and mobile issues.
• Help triage, respond and resolve tickets received into IT Helpdesk.
• Monitor internal IT support channels and field walk-up support requests from team members.
• Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues.
• Document procedures and develop end-user instructions.
• Work closely with team members and clients both onsite and virtually to support systems integrated into the client network.

Skills: Incident Report Processing, Desktop Build and Repair, IT Onboarding Support, Desktop Image Maintenance, Hardware Installation, Documentation Creation, Onsite Support, MS Teams Troubleshooting

• Responsible for all hardware/software installations, configurations, troubleshooting and ongoing support associated with desktop/laptop PCs, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop services according to the standards defined by department policy.
• Consistently provide excellent customer service to EvergreenHealth staff, using active listening and effective communication skills, typically via in-person interactions, and over the phone as necessary.
• Document all troubleshooting, resolution and escalation steps in the IT ticketing system.
• Update and maintain computer inventory and surplus equipment.
• Escalate incidents to Tier III and external support for incidents that are unable to be resolved by Desktop Support Technicians.
• Provides Service Desk phone coverage by lead or supervisor.
• Proficiency in reading, writing, comprehending and speaking English for business necessity.
• Accountability for HIPAA privacy and security standards within the department or assigned nursing unit.
• Adheres to organizational patient safety standards relevant to the department or assigned nursing unit.
• Troubleshoots and repairs network connectivity and remote user access issues including mobile devices, VPN and external portal access.
• Collaborate with Information Technology team members to ensure efficient operation of the organization’s desktop computing environment.
• Administer and resolve issues with associated end-user workstation network software products.
• Troubleshoot and diagnose network connections.

Skills: Hardware/Software Installation, Customer Service Excellence, Documentation Skills, Inventory Management, Incident Escalation, Service Desk Coverage, HIPAA Compliance, Network Troubleshooting

• Resolve problems with PC hardware, operating systems, and business software applications in person, via email and over the phone
• Perform hardware and software upgrades to laptops and workstations
• Troubleshoot cell phone and tablet issues (Android and iOS) including setting up corporate email
• Provide technical training and/or assistance to end users
• Troubleshoot wired/wireless network and Internet connectivity issues
• Diagnose and correct problems with printers or multi-function devices
• Perform various advanced technical projects
• Active network ports in data closets.
• Configures, tests and troubleshoots printers, printing services and network printing for all desktop computers.
• Work with third-party support and PC vendors to resolve incidents as necessary.
• Coordinate desktop, laptop and other peripheral device repairs with third-party vendors.
• Participates in weekend coverage rotation as scheduled by the Service Desk leadership team.
• Create and update user guide documentation.
• Ticket & queue management ITSM Service Now  
• Provide local/in-person technical support for Executive level clients and assistants 

Skills: PC Hardware/Software Troubleshooting, Upgrades and Maintenance, Mobile Device Support, Technical Training, Network Troubleshooting, Printer Diagnostics, Vendor Collaboration, User Documentation

• Troubleshooting Windows 10 OS, O365, LAN networking, and hardware issues(laptop, PCs, mobile devices, routers, and switches).
• Provide in-office desktop support functions. 
• Break and fix PCs, laptops, network hardware, and mobile devices.
• Support O365 issues related to applications and MS Outlook.
• Perform LAN administration for all hardware connectivity issues.
• Personalized end-user support and white glove support.
• Tackle IT tickets within a reasonable amount of time with care and precision.
• Migrate Windows 7 to Windows 10 machines.
• Create IT inventory of all hardware.
• Travel to sales offices and construction sites to troubleshoot hardware issues.
• Support miscellaneous hardware such as VOIP phones, PBX, scanners, printers, and computer peripherals
• Provide 2nd line support for both hardware and software applications
• Using initiative, best judgment and ITIL best practice, the post holder will be empowered to take a proactive approach to all user issues.
• Continually improve the end-user customer experience
• Receive, diagnose, and then resolve software and hardware problems

Skills: Windows 10 Troubleshooting, Desktop Support, Hardware Repair, O365 Support, LAN Administration, Personalized User Support, IT Ticket Management, Hardware Inventory Management

• Respond to Jira support requests from staff.
• Assist with IT projects designed to continually improve corporate infrastructure.
• Work with remote users for troubleshooting and training sessions.
• Deploy new employee setups including system builds, imaging, and application.
• Configure and support cloud phone accounts and hardware.
• Provision user access to a variety of systems.
• Escalate to and work with internal teams and 3rd party vendors to resolve issues.
• Maintain a current database of corporate equipment.
• Perform daily/weekly/monthly maintenance activities to ensure system optimization.
• Support all security and compliance initiatives.
• Contribute to system standard development and documentation.
• Provide support for Active Directory management for new starters and leavers in conjunction with the Global Access Management teams.
• Perform routine daily operations within agreed guidelines so that customers continually experience a high level of customer service
• Advise and train users in the use of computer equipment, and QVC-specific applications and systems.
• Liaise with other support teams within the Technology Organisation to ensure the continuity of processes and procedures

Skills: Jira Support Management, IT Project Assistance, Remote User Support, Employee Setup Deployment, Cloud Phone Configuration, User Access Provisioning, Issue Escalation, Equipment Database Maintenance

• Resolve hardware and software issues, support & troubleshoot systems in an MS Windows environment.
• Check error codes and logs to investigate the root cause of issues and provide a resolution in a timely manner.
• Image and Deploy new PC’s into the environment.
• Deploy Software and Security patches using SCCM.
• Develop automated processes using Powershell scripting.
• Deploy and manage necessary Group Policies.
• Perform activation and support of tablets and mobile devices.
• Assist in installation, maintenance, troubleshooting, and repair of office telephony systems.
• Assist in the setup and operation of audiovisual hardware and software by end-users.
• Supports events such as infrastructure changes and software releases.
• Assist in administration and maintenance of non-desktop technology infrastructure components.
• Disconnect, move and reconnect desktop technology hardware for single-user, multi-user, and office moves.
• Present complex, technical ideas to a non-technical audience.
• Maintain a high level of customer satisfaction and adherence to service level agreements.
• Exercise good judgment for prioritization and time allocation.

Skills: Hardware/Software Troubleshooting, Error Code Analysis, PC Imaging and Deployment, Software Deployment, Automation with PowerShell, Group Policy Management, Mobile Device Support, Telephony and Audiovisual Support

• Recommend and implement corrective solutions for remote users
• Set up and manage user accounts and access permissions across a network
• Upholding and testing security, blocking unapproved access
• Assist with designing and implementing a maintenance plan to prevent failures
• Monitoring day-to-day computer performance of clients and traders
• Update and maintain the computer inventory and equipment
• Maintain and resolve issues with a wide variety of desktops and laptops
• Coordinate with vendors to resolve technical problems
• Perform updates of systems and applications
• Support in testing and deployment of new applications and systems
• Train and guide staff and clients in proper hardware and software usage
• Perform related duties consistent with the scope and intent of the position.
• Provide Tier 2 desktop technical support for Mac workstations (primarily) and some support of Windows workstations, desktop applications, enterprise applications, and an array of general IT-related issues and requests
• Provide technical assistance for all of end users, including 700+ Mac computers, 450+ Windows computers, and 370+ iOS devices across 3 locations
• Troubleshoot hardware issues and service computer peripherals such as enterprise printers, docking stations, monitors, hard disks, etc.

Skills: Corrective Solution Implementation, User Account Management, Security Maintenance, Maintenance Planning, Performance Monitoring, Inventory Management, Technical Problem Resolution, End User Training

• Knowledge of desktop hardware, preferably from an enterprise or business environment
• Knowledge of software installation and troubleshooting in a Windows environment
• Experience in PC assembly or repair
• CompTIA A+ Certification
• Install, upgrade, support and troubleshoot Enterprise Applications running on MS Terminal Services
• Experience configuring, supporting and troubleshooting basic Windows Servers 2012 /2016 / 2019 operating systems, Office 365, Azure AD & Active Directory
• Strong written and Verbal communication skills
• Ability to learn and quickly comprehend new technical and business concepts
• Ability to effectively manage multiple projects/tasks of varying complexities, often meeting tight or changing deadlines
• Takes ownership, initiative, and prioritizes effectively to achieve business goals
• Excellent interpersonal and organizational skills
• Proven ability to work in a technical call center, customer service team, and/or IT/Help service center.
• Able to demonstrate superior written, oral, and interpersonal communication skills with the ability to communicate complex issues and solutions to end users.

Qualifications: BA in Information Technology with 4 years of Experience

• Experience as 1st LineDesktop Support in a corporate/professional environment.
• Experience with computer hardware systems and Windows operating systems.
• Troubleshooting and user support.
• Microsoft Windows Core Technologies.
• Microsoft Windows Server Administration.
• IT Security Knowledge and Microsoft Office SharePoint.
• Proven ability to operate scientific systems and Website development programs.
• Computer network installation and administration experience.
• Software development and/or database design experience.
• SQL Database Management.
• Regulatory Compliance and Computer Systems.
• Proven analytical and creative problem-solving abilities
• Ability to work in local and remote teams.
• Demonstrate software troubleshooting experience.
• Ability to improve processes to become more efficient.

Qualifications: BS in Computer Science with 5 years of Experience

• Ability to demonstrate strong written and verbal communication skills
• IT support experience with proven experience working on servers and networks
• Copier/Printer experience
• Telecommunications experience 
• Experience working in the Managed Services industry
• Ability to pass vocabulary and operational proficiency tests on current business hardware, software, networking, servers, cloud services and mobile devices
• Ability to travel to client site using private vehicle with mileage reimbursement
• Experience working with MAC OS
• Familiar with network infrastructure design and administration.
• Experience with Cisco certs, hands-on experience with networking hardware and data center administration
• Good communication and service/support skills (good attitude, easy to work with, patient, etc.).
• Experience with VoIP: ShoreTel (Mitel) phone system, Cisco switching and routing, Palo Alto firewall, Barracuda backups, domain registration and hosting administration

Qualifications: BA in Network Administration with 4 years of Experience

• Experience working in a midsized corporate environment. 
• Working knowledge of Windows 10, macOS, iOS, and Android.
• Basic understanding of Wired and Wireless Networking concepts, general troubleshooting steps, and network tools (Ping, Traceroute, etc.) Familiarity with Google Workforce.
• Familiarity with MS Active Directory environment.
• Familiarity with Microsoft Office products (Word, Excel, PowerPoint, Access, etc).
• Experience with desktop remote control software (BeyondTrust).
• Understand computer imaging concepts (i.e. Ghost, RIS, PE, CloneZilla).
• Strong analytical problem-solving skills. 
• Excellent communication skills, both written and verbal.
• Experience with working within a ticketing system (ZenDesk, ServiceNow).
• Knowledge of Broadcast IT Systems, including Digital Audio Delivery Systems, Burli, VoxPro, Adobe Audition, Wide Orbit Automation, and Avid Pro Tools
• Experience with Remedy or other similar ticketing system
• Experience with remote access tools

Qualifications: BS in Information Systems with 5 years of Experience

• Experience with desktop user/equipment support, printer support, order/shipping hardware, datacenter administration, VMware infrastructure, M365 suite of apps and services, on-prem security systems, on-prem AV support, software licensing support/administration.
• Experience with a user account and services provisioning and support (Active Directory/Microsoft 365).
• Ability to install and configure software and computer systems (primarily Windows/O365).
• Ability to set up Windows workstations, troubleshoot printer issues, imagine operating systems, perform software updates and occasionally work with vendors to order parts
• Experience with CompTIA A+, Microsoft Certified Professional (MCP)
• Experience with Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Experience with Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PClaptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLArsquos.
• Excellent communication relationship-building and internal customer service skills.
• Experience in a desktop computing support environment and a combination of the following:
• Intermediate knowledge of technical components and underlying support components such as Windows, Microsoft Office Solution Products, VPN, Symantec Antivirus, Active Directory, Remote Assistant, SMS, iPhone/iPad, Windows and Mac desktops and laptops, and general browser-based technology.
• Knowledge of computer networks

Qualifications: BA in Cybersecurity with 6 years of Experience

• Elevated analytical and troubleshooting skills
• Elevated verbal, and written, communication skills with the ability to communicate technical data to a wide variety of audiences
• Self-starter and possess a level of professionalism that meets internal and client expectations
• Ability to perform in a fast-paced, changing environment with multiple deadline-oriented projects
• Elevated experience with Windows 7, 10 OS
• Elevated experience using the ITSM ticketing tool
• Elevated customer service experience in face-to-face, telephone or electronic interaction with clients
• Elevated language and Communications Skills
• Demonstrates elevated problem-solving techniques
• Strong customer service orientation
• Solid understanding of computer support and troubleshooting
• Demonstrated ability to work in a team-oriented, collaborative environment
• Demonstrated ability to seek solutions to problems using one’s own resources

Qualifications: BS in Technical Support with 4 years of Experience

• Ability to perform well in high-energy, dynamic and team-oriented environments
• Ability to work in a team environment
• Must possess effective verbal and written communication skills
• Strong knowledge of Microsoft-based operating systems
• Consistently seeks to develop self and skills needed to be prepared for future opportunities
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Experience with Microsoft Office Suite and Active Directory
• Certifications helpful (e.g., CompTIA A+, CompTIA Network+, MCSA, ITIL Foundations
• Knowledge and familiarity with cloud software like O365
• Knowledge and familiarity with Blackbaud
• Knowledge and familiarity with Citrix/VMWare
• Basic Knowledge working with Meraki switches
• Extensive knowledge of personal computer hardware
• Knowledge of application software such as Microsoft Word, Excel, PowerPoint, and browser-based applications
• Strong written and oral communication skills

Qualifications: BA in Information Technology Management with 5 years of Experience

• Experience with Desktop Support, Windows 7/10, MS Office 2013. SCCM, Active Directory, imaging, IDF, networking, remote, troubleshooting
• Strong oral and written communication skills
• Great documentation skills and great interpersonal skills
• Ability to show up to work on time and perform the required tasks.
• Ability to comprehend detailed information to perform job duties
• Ability to manage multiple concurrent tasks
• Strong working knowledge of MS Windows, MS Office and O365
• Troubleshooting skills for iOS and Android devices
• Basic networking knowledge and concepts
• Experience with asset management systems and procedures, such as asset tagging, labeling, audits, etc.
• Ability to effectively prioritize and execute tasks in a high-pressure, ever-changing environment.
• Exceptional customer service orientation.
• Ability to work in a safe manner and follow safety instructions.

Qualifications: BS in Computer Engineering with 4 years of Experience

• Experience configuring and deploying devices with Windows 7, ideally Windows 10
• Experience with imaging new PC’s through MDT, SCCM, Altiris, Symantec Ghost, etc.
• Experience troubleshooting Windows 7/10 OS, know how to build and set up a PC, and have experience with imaging and reimaging machines.
• Experience backing up images and creating systems file backups.
• Experience working with an enterprise number of devices 10,000+
• Experience with CompTIA A+ Certification, MCSE, or other IT Certifications
• Experience imaging Windows 10 computers as part of a rollout or project.
• Experience supporting and working with cellular devices
• Previous corporate PC deployment experience
• Experience in a utility-related environment
• Computing experience in a professional environment
• User support experience, troubleshooting hardware and software problems
• Extensive knowledge of Windows and Macintosh operating systems

Qualifications: BA in Systems Administration with 5 years of Experience

• Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments
• Commercial experience in an IT support technician role that includes technical support experience in a hybrid Windows and MAC environment
• Experience in working with helpdesk operations, including Windows and Mac, clients
• Experience and in-depth knowledge of Macintosh technologies, 5+ years of Windows
• Experience with mobile applications/products including iPhone, iPad, and Android platforms Expertise in iPad / iPhone
• Self-starter that is able to collaborate actively with others in a cross-functional team
• Proven attention to detail and high standards for quality
• Experience supporting applications in an enterprise environment
• Experience with Microsoft System Center Configuration Manager specifically on Reporting, patch management and image deployment.
• Knowledge of MAC OS in an enterprise environment
• Experience with Microsoft Certified System Administrator in XP/WIN 7
• Ability to support Endpoint for video conferencing units

Qualifications: BS in Software Engineering with 6 years of Experience