Principal Coordinator, Tech Operations
Core
Provide technical support for a large geographically dispersed organization, focusing on troubleshooting laptop (Windows & Mac) issues, mobile device support, and password resets.
Role type
Senior IC help desk technician
Builds
Internal end-user support services
Domain
IT Operations / Help Desk
Deliverable
client delivery
Required skills
remote help desk support, Windows OS support, Mac support, ticketing system management, end-user communication
Preferred skills
ITIL certification, Mac Integration Basics, Windows 10 certification, associate's degree in CS/IS/Engineering
Technologies
Service Now, Windows, Mac
Responsibilities
Resolve internal end user issues via remote access tools, monitor and respond to tickets/calls/chats, interact with end users via soft phone or chat to resolve software/hardware issues, track and escalate tickets in Service Now, assist with onboarding new agents by training and shadowing
Seniority
Senior, hands-on IC