Technical Support Specialist

• Provide technical support for PCs, Windows operating systems, and Apple mobile devices.

• Diagnose and resolve hardware, software, and fundamental network issues remotely.

• Document and manage support requests through the FreshService ITSM/ticketing platform.

• Maintain clear and effective communication with users to facilitate prompt and efficient resolutions.

• Provide level one triage for VDI users

• Escalate complex incidents to senior technicians as required.

• Adhere to company policies concerning security and confidentiality.

• Address printing concerns, both local and network-based.

• Utilize Zoho Assist for secure remote access and support of user computers.

• Troubleshoot audio and video issues encountered during video conferencing sessions.

• Administer new user onboarding processes by appropriately adding accounts to relevant systems, including Active Directory, Microsoft 365, Vonage, Dynamics 365, and HubSpot.

• Oversee user deactivation procedures by removing accounts from these platforms as necessary.

• Provide ongoing support for Microsoft 365 and on-premises Active Directory environments.

• Create and manage distribution groups within Office 365.

• Add and remove user accounts in Vonage.

• Resolve issues related to the Vonage application.

• Manage user accounts within the Mainframe system, including additions and removals.

• Troubleshoot Barracuda VPN installation and connection challenges

• Perform password resets in the Mainframe system.

• Monitor system health and performance using Data Dog.

• Release emails and manage permitted senders through Mimecast.

• Address and resolve OneDrive-related issues.

• Deliver support and training for Microsoft applications.

• Demonstrates exceptional organizational, time-management, and follow-up abilities

• Maintains confidentiality and addresses sensitive requests with the utmost professionalism

• Exhibits outstanding proficiency in both written and verbal communication

• Possesses strong interpersonal skills, supporting employees at all organizational levels

• Operates independently and excels in dynamic, remote work environments

• Has prior experience providing support for PC hardware, Windows 10/11, and Apple iOS devices

• Understands basic networking concepts and is adept at troubleshooting issues

• Experienced in Microsoft 365 applications, including Exchange Online, Teams, and OneDrive

• Familiar with Azure Virtual Desktop Infrastructure (VDI) environment

• Capable of creating and managing distribution groups within Office 365

• Familiar with on-premises Active Directory, particularly user and group management

• Knowledgeable in ITIL principles and IT Service Management (ITSM) frameworks

• Previously supported executive-level personnel

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