Responsibilities:

As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following:

• PC and mobile device provisioning, including installation of the standard OS image, BIOS updates, drivers, and common application software using a combination of the MS Autopilot and manual procedures; verifying and updating network, user profile, and software configuration.
• Provisioning user accounts, group membership, access to core collaboration tools (MS Outlook email, MS Teams, MS SharePoint, OneDrive, and related), privileges and software licenses using established procedures via Microsoft Entra ID and vendor-specific tools.
• Troubleshooting (both on site and remotely via BeyondTrust/email/phone/MS teams) basic hardware, software compatibility issues, and network connectivity issues, and Microsoft 365 and related application issues; escalating complex problems to senior staff, coordinating OEM repairs.
• Network-attached multi-function printer configuration, including networking, security, and logging attributes; troubleshooting connectivity and printing issues.
• Reviewing and updating support requests (tickets) in the ITSM ticketing tool (Jira), providing regular updates, initiating escalations and logging resolutions.
• New hire set up ensuring a professional desk set up for new employees. Including, but not limited to dual monitor set up, docking station, cable management, etc.

Experience, Knowledge, and Skills:

A successful candidate will have a high school diploma with 3+ years of relevant experience. Additionally, the candidate must have A+, AZ-900 fundamentals, along with demonstrated experience performing the duties described above, and possess technical knowledge and related skills in the following areas:

• Windows 10, Windows 11, and, optionally, MacOS concepts, organization, and core administration and troubleshooting tools
• Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools
• Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools
• Familiarity of remote support tools
• MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools
• TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools

General and Behavioral Attributes:

To be successful in our fast-paced and ever evolving environment, a successful candidate should have a demonstrated track record of the following critical attributes:

• Attention to detail and strong analytical and advanced problem-solving skills relying on a combination of fundamental knowledge and independent analysis;
• Strong organizational, team collaboration, and mentoring skills to provide timely and efficient response to service requests while providing technical leadership to the support team;
• Exceptional oral and written collaboration skills utilizing a variety of tools including ticketing systems, email, MS Teams, conferencing, etc. in a multi-discipline and geographically distributed environment;
• Ability to handle challenging situations in a professional, cordial, and collaborative manner;
• Commitment to continuous learning and professional development.

Abilities:

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time.
• Reach by extending hands or arms in any direction.
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
• Listen to and understand information and ideas presented through spoken words and sentences.
• Communicate information and ideas in speaking so others will understand.
• Read and understand information and ideas presented in writing.
• Apply general rules to specific problems to produce answers that make sense.
• Identify and understand the speech of another person.