Job Description

WHAT YOU WILL BE DOING This position reinforces and complements the Global Service Desk support of 24 hours x 7 days a week x 365 days commitment by providing support in the evenings and weekends. Provide remote IT troubleshooting and incident resolution support services for PC and Mac platforms including video conference applications, printers/copiers settings, IP phone systems as well as smartphone devices, general IT hardware/software, and accessories related inquiries. Provide business application support where standard operating procedures are defined Base level understanding of IT infrastructure including networking and ability to build, configure, and support them with the guidance from SMEs Create and follow SOP documentation and escalate issues appropriately to higher-level or respective staff Manage individual workflow and maintain current ticket queue via IT ticketing system Participate in ad-hoc data gathering and documentation activities for the urgent support requirements and continuous process improvements Develop and maintain a productive and professional relationships with user base WHAT YOU BRING Any degree in tech or related discipline or equivalent military experience Must have 7+ years of relevant experience in IT admin roles Strong service-oriented mentality is a must- excellent communication/interpersonal skills, ability and willingness to learn and cross train with other IT staff members required Recent hands-on technical experience with Windows 11, Mac OSX, Google Workspace, Microsoft Active Directory, system imaging, VPN, basic networking, network connectivity including 802.11x , PC and Apple hardware, and mobile devices Recent experience with remote access and remote-control tools to support remote employees. Zoom, MS Remote Desktop, etc. Should be able to handle office network issues and other IT related queries.