MittGroup
Overview
Responsibilities Ensure professional, timely, and polite support to all our end users. Have in-depth knowledge of our tools and ticketing procedures. Follow standard help desk protocols, procedures, and guidelines as provided. Identify, troubleshoot, and resolve a wide range of computer & network related problems. Stay current with system information, changes, and information technology updates. Any other special projects or tasks assigned. Ticket Management and Resolution Create new tickets for end users that place phone calls or start chat sessions with the Service Desk. Experience with Active directory on prem or cloud. Support of company owned mobile devices. Support of office 365 products. Familiar with Microsoft Intune and Autopilot. Monitor the designated ticket queues to ensure all new tickets are triaged, resolved, or escalated. Develop, maintain, and execute a daily routine to review and update existing assigned tickets. Ensure ticket statuses are maintained correctly based on the training provided. Ensure all troubleshooting efforts, and conversations with customers, vendors, and co-workers are properly recorded on the ticket. Assume full ownership of all tickets assigned. Seek and collaborate with co-workers on tickets to ensure speedy resolution. Qualifications
High School Diploma or GED 5 or more years in a support role 5 or more years of experience in network / IT systems triage and help desk experience. Knowledge of information technology regarding both hardware and software. Excellent analytical and technical skills Excellent multi-tasking skills Strong written and verbal communication skills Strong planning and organizational skills Ability to balance customer needs with existing technology service capabilities. Demonstrate ability to work well with others and be respected as a Leader. Focus on operational excellence and measuring results.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Responsibilities Ensure professional, timely, and polite support to all our end users. Have in-depth knowledge of our tools and ticketing procedures. Follow standard help desk protocols, procedures, and guidelines as provided. Identify, troubleshoot, and resolve a wide range of computer & network related problems. Stay current with system information, changes, and information technology updates. Any other special projects or tasks assigned. Ticket Management and Resolution Create new tickets for end users that place phone calls or start chat sessions with the Service Desk. Experience with Active directory on prem or cloud. Support of company owned mobile devices. Support of office 365 products. Familiar with Microsoft Intune and Autopilot. Monitor the designated ticket queues to ensure all new tickets are triaged, resolved, or escalated. Develop, maintain, and execute a daily routine to review and update existing assigned tickets. Ensure ticket statuses are maintained correctly based on the training provided. Ensure all troubleshooting efforts, and conversations with customers, vendors, and co-workers are properly recorded on the ticket. Assume full ownership of all tickets assigned. Seek and collaborate with co-workers on tickets to ensure speedy resolution. Qualifications
High School Diploma or GED 5 or more years in a support role 5 or more years of experience in network / IT systems triage and help desk experience. Knowledge of information technology regarding both hardware and software. Excellent analytical and technical skills Excellent multi-tasking skills Strong written and verbal communication skills Strong planning and organizational skills Ability to balance customer needs with existing technology service capabilities. Demonstrate ability to work well with others and be respected as a Leader. Focus on operational excellence and measuring results.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.