Key Responsibilities: - ssist in the management of the helpdesk backlog and queue.
- Responding promptly to all helpdesk requests via phone, email or in-person support.
- Determine level of support required to escalate and resolve issues through appropriate channels for all system-related issues.
- Support and maintain desktop, laptops, peripherals, and related technologies.
- Conduct desktop imaging and device configuration protocols.
- Set up new users and computers and support onboarding and offboarding activities.
- Diagnose and resolve problems according to standard operating procedures and knowledgebase documents.
- Develop and maintain documentation as required to support and maintain business applications.
- Notify End User Support Manager or designee of complex issues, major incidents, or insufficient documentation.
- Verify and confirm customer data and documents as required for support.
- Troubleshooting and perform network analysis to address issues with network infrastructure (LAN/WAN/AP).
- Perform software and hardware installations.
- Conduct and assist in inventory asset management, account management and end-use training.
- ssist in supporting and administering third-party platforms.
- ssist in supporting and administering in-house platforms.
- Participate in all internal office moves, additions, and subtractions of staff and/or equipment.
- Troubleshoot application functionality and availability challenges.
Other Duties and Responsibilities: - Uphold the highest standards of personal, professional, and ethical conduct
• Take personal accountability for maintaining technical expertise.
• ssist in the development of technology innovation to advance agency IT needs
• Demonstrate experience supporting Microsoft Office suites (Word, Excel, Outlook, PowerPoint, and Access) and other M365 applications.
• Must be able to lift 35 pounds and push 65 pounds of equipment.
Knowledge and Skills • Organized self-starter and effective collaborator, showing strong interest in systems and process improvement.
• Demonstrated ability to analyze business situations, create processes, and demonstrate problem solving and analytical thinking skills for successful support.
• Strong communication skills with the ability to tailor information that establishes rapport.
• Strong Analytical and troubleshooting skills.
• Excellent verbal and written communications skills.
• Demonstrate strong organizational and customer service skills, and attention to detail.
• Knowledge of Microsoft Office 365
• Knowledge of Claris FileMaker is preferable but not required.
• Knowledge of Microsoft Azure and Microsoft Entra is preferable but not required.
• Knowledge of managing user accounts, groups, and permissions in Microsoft Active Directory is required.
• Strong team player with ability to develop successful working relationships with various IT departments across a large enterprise
Education and Experience • Bachelor's degree in Computer Science, Management Information Systems, or a related field from an accredited institution of higher education is required.
• Minimum 5-10 years of technical support experience or experience working on a help desk/service desk handling tickets preferred.
• Experience supporting Microsoft Windows 10/11 and Windows Server
• Experience with mobile device management for iOS, Android and other supported client devices.
• Experience troubleshooting hardware, software and networking systems.
• Experience with cloud computing and cloud technologies
• Microsoft role-based training and certifications preferred but not required
• + and Network+ certification preferred but not required.
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."