01Responsibilities
Respond to advanced approved requests to provide timely support to end users for setting up, installing, delivering, and refreshing PCs/MacBooks, WiFi and wired network connections, and access to cloud and SaaS services (including O365, Teams, Zoom, Slack, Smartsheets, Lucidchart). Multitask, prioritize, and organize workload using ServiceNow. Perform advanced maintenance, hardware/software upgrades, and provisioning using Intune and Jamf for end user devices, ensuring compliance with security policies. Provide advanced, timely analysis and resolution of PC/Apple hardware, software, network, and cloud connectivity/access problems. Ensure root cause analysis, address or escalate issues, verify fixes, and obtain end user validation. Educate end users on secure and effective use of modern technologies, including O365, Teams, Zoom, Slack, Smartsheets, Lucidchart, and MFA. Answer questions and provide guidance as needed. Follow defined processes and procedures to ensure consistent, timely, and reliable end user support, system security, asset tracking, and compliance with organizational standards. Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets in ServiceNow. Assist with maintaining and documenting knowledge base articles, using the KCS methodology, focusing on modern technologies and security best practices to ensure free flow of information and knowledge. Work closely with IT colleagues to address complex issues, share information, and ensure end user requirements are met, especially regarding security and compliance. Deliver top-notch end-user support for advanced technology and application questions, including cloud solutions, mobile devices, and security-related inquiries. Provide advanced, on-site support for end-user issues, including device provisioning and secure configuration. Ensure all incidents and requests are resolved within established SLAs, with a focus on security-centric support. Route support issues to the correct owners using call tracking software, ensuring proper handling of security-related tickets. Coordinate deployment of new hardware, software, and cloud solutions, including Intune and Jamf provisioning. Set up new and loaner computers for end-users, ensuring secure configuration and access to modern technologies. Support offsite office locations and remote users, ensuring secure connectivity and access to cloud services. Assist with creating or modifying corporate images and software packages, incorporating security best practices and modern technology tools. Knowledge, Skills and Abilities: Advanced communication, problem-solving, planning, and organization skills Ability to multi-task and prioritize in a fast-paced, technology-driven environment Expert knowledge of end-to-end business processes in assigned functional areas, including cloud and SaaS platforms Ability to work independently and collaboratively as part of a diverse, people-centered global team Strong communication skills, including the ability to explain complex technology and s .
