IT Field Services Support
Core
Front-line IT support specialist providing diagnosis, resolution, and escalation for technology issues via walk-up desk, email, telephone, and remote tools for US and International users.
Role type
IT Field Services Support Specialist
Builds
Incident management and resolution for end-user technology problems
Domain
IT Service Management / Enterprise IT Support
Required skills
Incident management, customer service, PC hardware/software troubleshooting, Windows 11, Active Directory, Office 365, LAN/WAN networking, VPN technology, incident tracking systems
Preferred skills
Mac OSX, JAMF, Intune, Autopilot, SCCM, iOS/Android support, HP/Lenovo/MacBook/iPhone/Android hardware experience
Technologies
Service Now, MS Office 2016 - O365, Commvault, Cisco AnyConnect, Cisco Call Manager, JAMF, Active Directory, Bitlocker, MBAM, Intune, Autopilot, SCCM, Mimecast
Responsibilities
Facilitate walk-up desk service and utilize incident knowledge base platform; Analyze, diagnose, document, resolve and escalate reported issues and outages; Configure, install, and troubleshoot laptops/mobile devices/printers; Respond to all user support inquiries globally; Provide documentation and resolution for internal knowledge base
Seniority
Mid-level, hands-on IC