• Support client users with questions and technical issues over the phone and email across varied product packages.
• Perform ad hoc technical troubleshooting.
• Address user questions about the product and provide product education to drive user confidence and self-sufficiency.
• Manage multiple tickets simultaneously, prioritizing urgency as it arises.
• Document client issue details within Zendesk and Jira.
• Maintain effective communication with the Engineering team to keep all stakeholders informed.
• Ensure a seamless and transparent user experience with regular status updates and focus on user satisfaction.
• Cultivate product awareness and expertise to bring comfort and confidence to users.

Skills: Technical Troubleshooting, Customer Support, Product Education, Multi-Ticket Management, Issue Documentation, Cross-Team Communication, User Experience Enhancement, Product Expertise

• Maintain a high level of customer service.
• Respond to customer requests for assistance on time.
• Leverage the IT knowledge base or perform research using external resources to troubleshoot and resolve technical issues.
• Document all customer service requests in the ServiceNow call tracking system.
• Consult with the Help Desk Management team or IT teams when a solution is unknown or unclear.
• Report problems with procedures and make suggestions for improvements.
• Take initiative to make decisions regarding improving support to customers.
• Assist with IT projects in other areas of the IT Department.

Skills: Customer Service, Timely Response, Technical Troubleshooting, Knowledge Utilization, Request Documentation, Team Collaboration, Process Improvement, IT Support

• Provide world-class support to customers in person at Solution Centers and via live chat, ticket, and phone channels.
• Support peers to craft the best solutions for global customers.
• Provide technical support for internal users with hardware and software issues.
• Utilize resources effectively to hunt down solutions to complex problems.
• Collaborate with Senior Solution Specialists to present complete solutions addressing customers' technical and functional needs.
• Ensure accurate and secure inventory management practices to maintain compliance.
• Provide actionable, real-time feedback to teammates to improve service quality.
• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.

Skills: Customer Support, Peer Support, Technical Support, Resource Utilization, Solution Collaboration, Inventory Management, Service Feedback, Process Analysis

• Provide technical support to end users of the customer system via phone, email, and in-person interactions.
• Support operations and maintenance functions of the system infrastructure.
• Provide first-call resolution support to end users contacting the system telephone number, solving issues without escalation.
• Create and deliver training materials on system usage to end users, both in groups and individually.
• Compile monthly metrics for government reporting.
• Collaborate with Operations Engineers and Application Support Engineers to support the operation and maintenance of all system environment components.
• Support approved modifications to the environment to meet case requirements.
• Create and manage users and groups in Active Directory and Office 365 environments.

Skills: Technical Support, System Maintenance, First-Call Resolution, User Training, Metrics Reporting, Team Collaboration, System Modifications, User Management

• Apply understanding of the company’s general business functions and systems to determine the impact of system changes on the business and vice versa.
• Communicate with system users in business terms.
• Ensure work complies with Standard Operating Procedures (SOPs), systems development life cycle methodology, policies, standards, and procedures.
• Install and maintain PC hardware and software to ensure the use of standard configurations among locations.
• Develop and maintain a knowledge base of information and provide solutions for reported problems.
• Research, analyze, and implement patches and upgrades to fix operating system problems or vulnerabilities.
• Create, abolish, and update user operating systems and email accounts.
• Comprehend various user guides to find answers.
• Attend meetings or events, assist with special projects, and perform other tasks.

Skills: Business Impact Analysis, User Communication, SOP Compliance, Hardware Installation, Knowledge Management, Patch Implementation, Account Management, Project Assistance

• Act as the first point of contact for phone calls, chat, and emails from internal associates regarding IT and related issues and queries.
• Log all phone calls, chats, and emails in the call logging tool, updating with relevant information and escalating on demand within SLAs and to standards.
• Maintain accurate, up-to-date status on all tickets.
• Ensure all associates are properly informed before closing a ticket request.
• Provide first-line troubleshooting and resolutions upon initial contact using the internal knowledge base and various tools.
• Assist associates with installation, configuration, and ongoing usability of system hardware and software.
• Assist with mobile device issues across Apple, Android, Windows Phone, and others.
• Perform basic hardware troubleshooting remotely.
• Develop and maintain technical documentation and knowledge base for desktop hardware and software applications.
• Meet or exceed all Helpdesk metrics and process requirements, including ticket management protocols, time tracking, and communication requirements.
• Treat all customers with courtesy and professionalism.
• Liaise with IT colleagues in Identity and Access Management, Technical Support Specialists, Security, and other business units.

Skills: First-Line Support, Ticket Management, Status Updates, User Communication, Troubleshooting, Device Support, Documentation, Cross-Team Collaboration

• Administer Microsoft Active Directory user, group, and computer objects.
• Provision, de-provision, and maintain Microsoft Office 365 accounts.
• Provision user devices, including laptops, desktops, mobile devices, and desktop phones.
• Perform proactive maintenance and repair of office printers.
• Maintain file shares and security.
• Respond to telephone calls, emails, and help desk requests for technical support during business hours and after hours.
• Act as an escalation point for advanced or difficult help requests to IT Operations and Management.
• Build rapport with the business computing end-user community.
• Record, track, and document the service desk request problem-solving process, including all decisions and actions taken through to final resolution.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Apply diagnostic utilities to aid troubleshooting.
• Perform hands-on fixes at the desktop/laptop level, including installing and upgrading software, installing hardware peripherals, and configuring systems and applications.
• Maintain data integrity and system security for the desktop environment, including installation and updating of antivirus software and virus definitions.

Skills: Active Directory Management, Office 365 Administration, Device Provisioning, Printer Maintenance, File Security, Technical Support, Issue Escalation, Problem Documentation

• Perform preventative maintenance of printers, printer consumables, bar-code RFID, and video surveillance equipment.
• Test fixes to ensure problems have been adequately resolved.
• Perform post-resolution follow-ups with help desk customers to ensure satisfaction.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Provide after-hours support, with a mobile phone provided.
• Assist in maintaining and updating IT incident and tracking software systems and IT incident policies/procedures.
• Evaluate documented resolutions and analyze trends to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in IT asset tracking and management of computers, peripherals, and telephony equipment.
• Assist in the setup and imaging of new computers.
• Assist in software releases and PC refresh roll-outs according to company IT Management best practices.
• Interface with application vendors to resolve specialized issues.

Skills: Preventative Maintenance, Equipment Testing, Customer Follow-Up, User Documentation, SLA Management, After-Hours Support, Incident Tracking, Asset Management

• Resolve complex Tier II and III incidents and requests.
• Work in a fast-paced corporate environment with customers to resolve IT-related issues.
• Use remote support software to resolve computer-related problems.
• Use ticketing software to log computer issues and escalate to other IT departments.
• Rely on experience and judgment to plan and accomplish goals.
• Perform a variety of complex tasks requiring creativity and latitude.
• Provide technical assistance and support for queries related to computer operating systems, software, and hardware.
• Support Active Directory, G Suite, Office 365, Atlassian products, and Okta environments.
• Manage onboarding and offboarding of employees.
• Oversee office IT asset management.
• Proactively identify trends in user issues to assist in continual service improvement.

Skills: Incident Resolution, Remote Support, Ticket Management, Problem Solving, Technical Assistance, System Administration, User Onboarding, Asset Management

• Provide telephone, desk-side, and one-on-one support to all users of the firm’s networked systems, emphasizing Microsoft Office applications, document management, PDF creation and editing, redlining, and metadata scrubbing.
• Complete weekly floor walks.
• Work closely with the IT Support Services Manager and other IT staff members to resolve complex questions and issues.
• Track and document user support issues in the ticketing system.
• Monitor and follow up on all assigned tickets to ensure proper resolution, end-user contact, and satisfaction while meeting agreed-upon SLAs.
• Manage all account creations, terminations, and changes.
• Stay current with all network applications, software/template/macro changes, and enhancements.
• Participate in on-call coverage on a rotating basis.
• Attend internal meetings with the Support Desk Team to discuss project status and current issues.
• Configure loaner laptops, wireless cards, and mobile devices for employees.

Skills: User Support, Floor Walks, Issue Resolution, Ticket Tracking, SLA Compliance, Account Management, Software Updates, Device Configuration

• Help desk, tech support, or related end-user IT support experience
• Experience working in Mac OS administration.
• Basic Active Directory experience.
• Familiarity with IT ticketing systems.
• Familiar with Asset, Configuration, and Patch Management.
• Experience with IT and Microsoft OS Security to include server hardening principles.
• Experience with VPN configuration and troubleshooting.
• Experience with Coding/Scripting, JIRA, and/or O365 administration.
• Strong verbal and written communication capabilities.
• Highly self-motivated, self-directed, and keen attention to detail.

Qualifications: BS in Cybersecurity with 4 years of Experience

• Work experience in customer service and/or information technology.
• Experience troubleshooting the technical problems of custom learning management systems through inbound calls, chats, and tickets.
• Basic knowledge and understanding of how technology can be applied to provide standard system support.
• Basic knowledge of PC hardware and peripherals associated with applications.
• Effective communication skills, ability to read and follow instructions accurately, timely and effective manner.
• Excellent customer service skills and the ability to work with all levels within the organization and work within a team.
• Ability to perform daily work activities of the position, assuring prompt and effective response to customer needs.
• Basic analysis and problem-solving skills to assess the customer needs and determine appropriate solutions.
• Ability to understand and adhere to systems security and control procedures following departmental, vendor standards, and regulatory bodies.
• Always continue to build a technical skillset.

Qualifications: BS in Network Administration with 1 year of Experience

• Experience in a Helpdesk or Call Center Environment.
• Problem-solving oriented technical profile.
• Working knowledge of PC operating systems (e.g., DOS, Windows) as well as networking, mail standards, and working on a help desk.
• Must be customer service-focused.
• Excellent telephone etiquette and communication skills.
• Trained and/or certified in Microsoft Desktop Applications (i.e., MS Office).
• Must be able to work independently as well as within a team.
• Must be adaptable to a rapidly changing technical environment.
• Basic knowledge and understanding of computers, networks, and related skills.

Qualifications: BS in Software Development with 2 years of Experience

• CompTIA A+ certification or equivalent certification.
• CompTIA Network+ certification or equivalent certification.
• CompTIA Security+ certification or equivalent certification.
• Experience working in software and hardware support services.
• Experience working with Active Directory and an understanding of basic network infrastructures.
• Clear written and oral communication skills with the ability to present troubleshooting steps in user-friendly language.
• Excellent interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Must have solid analytical problem-solving abilities.
• Have a high level of attention to detail.
• Must be highly self-motivated.

Qualifications: BS in Computer Science with 5 years of Experience

• Previous client service experience. 
• Excellent knowledge of PC/Mac computing environments, including operating systems, peripherals, and navigating through software.
• Excellent knowledge of the Internet, ISP's and common browsers such as Internet Explorer, Chrome, Safari, and Firefox.
• A high-level understanding of Apple and Android-based mobile devices
• Demonstrates a technical aptitude by quickly assimilating technical concepts and new technology.
• Proven experience utilizing strong troubleshooting techniques, ideally in a Call Center environment.
• Experience working in a team environment, including sharing feedback and knowledge with peers. 
• Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus.
• Excellent interpersonal skills, including proven listening skills and the ability to communicate in a clear, well-organized manner over the phone. 
• Adept at anticipating and adapting to changing job needs with exceptional results. 
• Able to promote and embrace positive client interactions, as well as personal, team, and company improvement. 
• Ability to work a flexible shift, which may include either working on a weekend or at night.

Qualifications: BS in Information Technology with 3 years of Experience

• Experience as a Help Desk or Systems Engineer.
• Have great tech experience and skills in the areas of problem determination and troubleshooting of end-user problems.
• Good knowledge of networks, including TCP/IP, LAN, VLAN, WLAN, VPN systems (IPSEC).
• Coding experience and experience with the use of APIs to automate processes and integrate systems.
• Experience managing access control systems and SSO.
• Strong technical skills and experience managing a large portfolio of business applications.
• Able to use expertise, analyse and resolve the user problem at 1st contact via phone and remote session.
• Have demonstrated computer skills, and handle service requests from company users.
• Excellent troubleshooting skills in hardware and software issues, ability to diagnose and resolve advanced technical issues.
• Good understanding of computer systems (macOS), mobile devices, and other tech products.
• User-focused and enjoy building effective relationships with stakeholders at all levels of the company.
• Adapt in a fast-paced environment, with the ability to manage competing priorities and multitask.
• Ability to cover after-office hours and weekend support if there are any infrastructure issues.

Qualifications: BS in Information Systems with 7 years of Experience

• Proven experience as a help desk technician or in another customer support role.
• Help Desk Institute - Support Center Analyst (HDI-SCA) certification or ability to obtain within the first 90 days of employment.
• Minimum active Top Secret Clearance and DoD 8570 Information Assurance Technical Level II (IAT-II) Certification - CompTIA Security+CE
• Experience with Mac and Windows platforms.
• Tech-savvy with working knowledge of G Suite, Jamf.
• Good understanding of computer systems, mobile devices, and other tech products.
• Excellent verbal and written communication skills.
• Customer-oriented and cool-tempered.
• Proven analytical, troubleshooting, and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Qualifications: BS in Software Engineering with 5 years of Experience

• Related experience and an active IAT Level I (8570) certification.
• ITIL Foundations certification or demonstrated knowledge of ITIL processes and procedures.
• Tier 1 technical support experience.
• Ability to work full-time and be available if called for.
• Ability to remain seated for approximately 50% of the workday.
• Must occasionally move within the office to access file cabinets, office equipment, etc.
• Frequent use of computers and office productivity equipment, including calculators, copiers, and printers.
• Excellent verbal and written communication and interpersonal skills.
• Fluent bilingual in French and English.
• Strong problem-solving and customer service skills.

Qualifications: BS in Management Information Systems with 2 years of Experience

• Experience in computer systems, IT support, or an IT help desk environment.
• Excellent customer service and interpersonal skills.
• Telephone etiquette, ability to use customer service standards and follow guidelines, as well as to help others interpret policy.
• Thorough understanding of the trouble ticket process.
• Basic understanding of telecommunications, networks, and desktop knowledge.
• Experience in PBX, voice mail, and peripheral devices, AIX, Windows NT, Windows 95/98, Microsoft Office Professional Suite, Microsoft Exchange, Microsoft Explorer, Ethernet, TCP/IP, IP.
• Excellent organizational skills, strong oral and written communications skills (technical and non-technical).
• An ability to maintain effective work relations with those encountered in the course of employment.
• Familiar with modern office methods, practices, procedures, and equipment.
• Familiar with filing systems and business letter writing, and competent in correct English usage, grammar, spelling, punctuation, and arithmetic.

Qualifications: BS in Data Analytics with 4 years of Experience

• Work experience as a Help Desk Technical Specialist (Level I and II).
• Work experience in a JIT production environment.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Fluent English and strong written and oral communication skills, and/or Spanish.
• Knowledge of advanced computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers (TEC, HP, Zebra, Canon, Ricoh, etc).
• Experience with desktop applications, desktop operating systems, and server operating systems, including Microsoft Outlook, Microsoft Office Suite, Microsoft Exchange, Microsoft Terminal Services (RDP), MDM (AirWatch), and Video Surveillance Systems.
• Working knowledge of a range of PC diagnostic utilities.
• Knowledgeable in managing and supporting antivirus systems.
• Industry certification (e.g., MCP, MCDST, A+, MCSA, MCSE, etc).
• Ability to conduct research into a wide range of IT computing issues and products.
• Ability to absorb and retain information quickly.

Qualifications: BS in Computer Engineering with 6 years of Experience