Key Responsibilities:

• Collaborate with the Service Desk, Infrastructure, and Applications teams to troubleshoot and resolve Level 2 and 3 support issues reported by clients.
• Adhere to company and departmental standards for imaging, configuring, and supporting IT hardware, operating systems, drivers, accessories, audio/visual equipment, telecommunications, VoIP systems, printers, and both desktop and mobile phones.
• Deliver exceptional customer service by providing proactive desktop technical support.
• Engage in significant department and company-wide technology projects, including the testing and deployment of new equipment, applications, and systems.
• Track and manage support tickets and maintain an inventory of technology equipment as part of the service desk support platform.
• Deploy software applications on both physical computers and virtual desktop infrastructure (VDI) environments.
• Perform configuration changes, additions, and moves for the VoIP phone system.
• Set up and provide basic support for audio, video, and video conferencing needs.
• Liaise with vendor support teams to resolve technical issues.
• Work with procurement staff to purchase hardware, software, and other IT supplies and equipment.
• Travel to regional or project offices as needed to provide on-site support.
• Support IT needs during office moves, renovations, or acquisitions in collaboration with project teams.

Skills and Qualifications:

• Strong customer service skills in a fast-paced environment, with a keen attention to detail and a commitment to solving problems in a timely and professional manner.
• Excellent multitasking and prioritization abilities, balancing both support and project-based responsibilities.
• Strong organizational and analytical skills, with the ability to evaluate alternatives, make recommendations, and implement solutions.
• Effective communication skills, both written and verbal, with the ability to interact with technical and non-technical individuals at all organizational levels, from entry-level staff to executive leadership.
• Exceptional troubleshooting abilities, able to work independently and collaboratively within a team.
• In-depth knowledge of personal computing hardware and software, LAN/WAN, printers, copiers, and peripherals.
• Proficient with Microsoft Office 365, Teams, and SharePoint.
• Experience with user and device management in Microsoft Active Directory.
• Hands-on experience with Cisco VoIP phone systems.
• Expertise in deploying computer images, applications, and using support tools in Microsoft System Center Configuration Manager (SCCM).