Essential Duties & Responsibilities:
- Monitor and prioritize support tickets based on urgency
- Ensure all tickets are accurately logged and responded to within SLA, including detailed notes for each incident.
- Install and configure computer systems and applications
- Image Windows PCs for deployment to end users
- Troubleshoot software application issues on Windows 11 systems
- Diagnose and repair hardware computer hardware failures and replace parts as required
- Set up, configure, and troubleshoot iOS devices (iPhones and iPads)
- Seek support from manager and/or senior staff on overdue incidents or more help is required to resolve a call
- Escalate major incidents or issues to IT management quickly and clearly
- Document issue resolution for Help Desk knowledge base and share knowledge with team
- Participate in 24 x 7 On Call rotation
Qualifications:
- 3-5 years help desk / desktop support experience (preferably in Legal, Private Equity / Hedge Fund space)
- Proficiency with Windows 10/11, Microsoft O365, Zoom, Teams, Microsoft OneDrive and Teams
- Extensive experience providing white glove support to C-level employees
- Experience supporting audio and video conferencing rooms and systems
- Experience supporting Windows and iOS devices with MDM tools such as ABM and Intune
- Excellent written and verbal communication skills, able to clearly communicate steps to resolve user's issues
- Team-oriented, flexible, and adaptable to a fast-paced and changing environment
- Knowledge of network technologies including Local Area Networks, Home Networks, and VPNs
- Ability to adhere to company standards and procedures to ensure continuity across all IT functions
- Ability to meet tight deadlines and work well under pressure
- The ability to lift and move IT equipment (up to 30 lbs.)
- Experience with scripting and automation tools such as PowerShell is a plus