Job Description

Roles/Responsibilities:

• Second-level Service Desk support tickets (85% remote and 15% desk-side), resolve hardware and software issues and assist customers remotely with DUO, NetMotion, and network resource connectivity.
• Deployment of MECM GUI and Headless images, and software deployments both manual and as MECM task sequence software packages.
• Update both hardware and software assignments in Manifest.
• Assist users in operating systems, application programs, utilities, and hardware operations.
• Image, install and move IT-related equipment.

Mandatory Skills:

1. Strong customer service skills
2. Knowledge of Active Directory or other identity management system
3. Attention to detail
4. Ability to work with rapidly changing priorities
5. Experience with troubleshooting Windows systems
6. Good verbal and writing skills for customer interaction and documentation
7. Experience with DUO (multi-factor authentication).
8. Experience with NetMotion (VPN and secure remote access).
9. Experience with Remote desktop tools (e.g., RDP, TeamViewer, SCCM Remote Control).

Desirable Skills: N/A

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