Description:
The Help Desk Support Technician is responsible for supporting and maintaining the operations status of all client and mobile devices and peripherals for the organization. This individual will work closely with other members of the IT ( network, systems and databases) and IS ( application development) teams within Cogent. The individual will perform administration and maintenance for hardware and software, which allows for day-to-day operations of a global IT environment.
Essential Duties and Responsibilities:
- Provide first-level contact and problem resolution for all users with hardware, software and applications problems via phone, email and ticketing system
- Maintain communications with employees throughout the problem resolution process
- Create, modify and manage Active Directory objects via Windows Server
- Manage and support endpoint solutions for laptops and mobile devices
- Desktop and laptop hardware troubleshooting
- Perform inventory and asset tracking duties
- Support company cybersecurity efforts on all clients
- Maintain and update computer and systems documentation
Qualifications:
- Degree in an IT-related field or equivalent experience
- 2+ years of working experience as 1st Level Support / User Helpdesk
- Solid expertise in current Microsoft desktop operating systems and application software
- MS Windows 10 / MS Server 2016, 2019/ MS Office 2016, 2019 / MS Exchange 2013, 2019 / MS SCCM
- Solid knowledge of personal computer hardware configuration and setup
- Basic knowledge of DNS, FTP, TCP/IP, file and print servers
- Experience in using Active Directory, Creating and managing accounts
- Strong interpersonal and relationship-building skills, conducive to team development
- Excellent telephone and face-to-face communication skills
- Ability to multitask in a challenging, fast-paced environment
- Good communications skills in English, both verbal and written
- Creative and innovative in problem solving
- Availability to work after hours and weekends
- Capable of writing and presenting detailed documentation