Exp: 2+  years

Base Skill Set :

• A+ Certification or equivalent experience
• Good working knowledge of Active Directory

• 2+ years’ experience providing technical support in a fast paced and constantly changingenvironment up to executive management level.
• Excellent customer service and communicationskills including providing VIP support
• Experience supporting large Windows-basedenvironments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 8 andO365
• Advanced knowledge of Microsoft Office suite of applications
• Support of End User for video conferencing units. Support of mobile devices

Duties & Responsibilities:

Provide support on Client Windows platform, for desktop/end user technologies, collaboration tools, and mobile technologies and printing, this includes the laptop/mobile devices all, video conferencing, network/remote access this positionworks collaboratively with the Service Desk for end user break/fix and other support functions.

Duties shall include, but not be limited to:

• Diagnosing and troubleshooting desktop system,printer and operating problems
• Consulting and instructing users on hardware andsoftware questions/issues
• Collaborate with other IT Services Data Centerand Network Infrastructure teams
• Install, maintain and upgrade equipment and itsassociated infrastructure
• Runs diagnostic tests to isolate system problemsas well as proactive activities
• Operating Systems Windows, OS-X
• MS Office (Windows and knowledge of Mac)software
• Experience with Remote Support technologiessuch as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
• Hands on experience removing viruses and spyware using various tools (Windows) Identifies, researches, and resolves technical problems including forming an RCA
• Responds to telephone calls, email, service tickets, and dispatched requests for technical support

• Documents, tracks and monitors the problem to ensure a timely resolution within an effected SLA window

Base Requirements

• • Excellent written and verbal communication and customer service skills with proven ability towork in fast paced environments
  • Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
  • Experience in working with a helpdesk operation,to include Windows and Mac clients
  • 2 years’ Experience with mobile applications/products including: iPhone, iPad, and Android Platforms Expertise in iPad / iPhone
  • Self-starter that is able to collaborate actively withothers in a cross-functional team
  • Proven attention to detail and high standards for quality
  • Excellent organizational/administrative/technicalskills with agility to re-prioritize as necessary
  • Skilled in documenting written troubleshootingsteps and instructions
  • Business professional attire