IT Support Technician

Role Purpose

The IT Support Technician will assist in managing and maintaining the enterprise applications in support of the business direction. This includes the ability to manage support-related work, assist on projects and perform problem resolution for various software and system components. Position will also be responsible for interfacing with business teams in support of projects and provide general knowledge of the enterprise applications.

What You’ll Do:

1. Respond to requests for technical assistance in person, via phone, electronically.
2. Maintain Office365/M365 platform and perform license optimization and advanced reporting.
3. Diagnose, root cause analysis and resolve technical hardware and software issues.
4. Partner with development team to resolve larger issues and research questions using available information.
5. Assist with maintenance of Identity Management Systems including SSO, ADFS, MDM and others.
6. Responsible for deploying OS patching of Server, Workstations, and Virtual Desktops. Maintain Software / Hardware asset inventory and management systems.
7. Document IT processes and establish new processes where appropriate.
8. Author and submit change controls and documentation for system changes.
9. Advise users on appropriate action.
10. Support and maintain various internal line-of-business applications and systems.
11. Document standard help desk procedures and log all help desk interactions in ticketing system.
12. Identify and escalate situations requiring urgent attention.
13. Track and route problems, requests and document resolutions.
14. Perform software license management, auditing and maintenance of SaaS and on-premises applications.
15. Assist the Service Desk team with troubleshooting and act as a bridge between service desk and engineering.

What You’ll Bring:

1. Ability to work collaboratively in team environment.
2. Possess excellent customer service skills.
3. Self-directed and pro-active approach.
4. Working knowledge of Microsoft Office 365 packages.
5. Excellent organizational and time management skills with the ability to prioritize workload.
6. Be able to demonstrate a ‘team player’ ethic.
7. Ability to work with confidential information and remain discreet at all times.
8. Excellent written and verbal communication.