IT Help Desk (Level 1 and 2 Support) Technician

The IT Help Desk Technician is responsible for recording the details of reported IT service issues and service requests, providing expert level, hardware and application support to end-user, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialists and providers. The position requires excellent customer service skills, strong technical troubleshooting abilities and problem-solving skills in desktop hardware and software, business applications, network infrastructure services, and system administration.

Primary Responsibilities and Activities
? Utilize and maintain the IT service management tool to accurately open, record, categorize and prioritize and document all details of the issue or service request including following-up and closing incident tickets and service requests.
? Triage issues and service requests and assist with user issues by phone, e-mail, remote support or walk-in and resolve upon first contact, when possible.
? Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.
? Provide "how to" assistance on all internally supported devices, applications, and systems.
? Escalate issues to appropriate higher-level subject-matter experts in accordance to service-level agreements and follow up on incidents when appropriate.
? Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
? Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides and document software and hardware deployment procedures.
? Setup IT equipment and services for staff onboard and move following standard operation procedure.
? Maintain and update workstations and laptops, peripheral equipment and system configurations, application deployment, OS update and security patches, software default settings, etc. for the all types of end-points.
? Maintain inventory of IT equipment, software and licenses.
? Deploy and support mobile devices including smartphones and tablets.
? Support conference/meeting services. Set up video conferences, coordinate with internal user and technical focal points at OIM and external counterparties for testing and preparing video conferences sessions. Maintain audio and visual equipment and video conference solution.
? Conducting end-user training.
? Setup and administer user account and access.
? Undertake troubleshooting of server systems. If the problem persists, escalates to higher level in accordance with procedures.
? Liaise with other groups and service providers for maintaining the efficient and reliable operations of systems.
? Installs, configures, tests and deploys server hardware and software, including network equipment, Operating Systems (Windows, Linux), email system, database systems, web services, and various security software.
? Resolve Tier 2 service desk tickets related to Infrastructure and Platform support.
? Build relationships with various teams including Service Desk, network infrastructure and Platform Service team, Information Security, and Business applications to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
? Foster relationships with end users and other IT service and support subject-matter experts among IT Service Desk and Infrastructure and Platform Service teams.
? Required to come to the office 3-5 times a week as per demand.

Education and Experience
? High school diploma or equivalent (required)
? BA/BS degree (preferred)
? Computer software and hardware troubleshooting knowledge and experience
? Software and hardware certifications a plus
? A minimum of 5 years experience in IT help desk (preferred)
? At least two years experience in a customer service role
? Desktop support and system administration is desirable

Required Knowledge and Skill
? Knowledge of these systems (preferred):
? IT Service Management tools such as iNeed, ServiceNow, ManageEngine, or Zendesk
? SCCM or Intune endpoints management
? Desktop/laptop system imaging tools
? iOS and Android mobile devices
? Intel based desktops and laptops
? Audio/visual equipment for conference rooms
? Remote control and collaboration tools: MS Teams, WebEx, GoToAssist, QuickAssist
? Operating Systems: Windows 10 Enterprise, Windows Server 2012
? Desktop and platform services: Microsoft Office 365, Exchange, Sharepoint, Teams
? Infrastructure services: Teams, SharePoint, Azure Active Directory, DNS, DHCP, Cisco Umbrella, VPN P-to-P, email gateway, IP telephony, RSA Secure Token, web filter/proxy.

? Excellent customer service skills
? Strong troubleshooting skills
? Ability to learn new technology and applications
? Effective written and verbal communication skills
? Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction
? Adherence to IT policies and processes to ensure consistent quality of service
? Mature and self-motivated professional able to work in a fast-paced and constantly changing environment
? The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users.
? Cover specific service and support shifts and manage end-user requests.
6.0 Physical Requirements
? May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment occasionally.
? May be required to work on shift assignments on weekdays to maintain the service coverage from 07:00 to 18:00. Occasionally, on average once a month, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends.

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TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.