Job Summary
This role entails leading the end-user support team by effectively diagnosing and addressing hardware and software challenges through various communication channels, including in-person, remote support, phone, or chat. Additionally, the role involves documenting service incidents, adhering to service-level agreements, and contributing to the continuous improvement of IT processes and documentation.
Responsibilities
- Diagnose and resolve hardware and software issues through in-person, remote, phone, or chat support.
- Document incidents and ensure adherence to service-level agreements.
- Mentor and support first-level technicians.
- Assist with device deployments for new employees and facilitate onboarding and offboarding processes.
- Contribute to the development of IT processes, documentation, and guidance for end-users.
Qualifications
- A bachelor’s degree in Management Information Systems (MIS) or Computer Science, or equivalent professional experience.
- Minimum of four years of experience in IT help desk support.
- Proficient with desktop and server operating systems, Intune, Entra ID, ChatGPT, Microsoft 365, Microsoft Office, and SharePoint.
- Relevant certifications and experience with construction software are highly preferred.
