Responsibilities
Responsibilities:As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following:
- PC configuration support, including troubleshooting advanced issues related to OS configuration, hardware/driver compatibility, network connectivity, and provisioning tools (e.g., MS Autopilot, MS Intune).
- Advanced account administration, including creation and management of project-specific groups, collaboration accounts, virtual desktop infrastructure (VDI), and secure environment access.
- Advanced configuration and troubleshooting of software compatibility and configuration issues for a wide range of applications, including but not limited to MS Office 365 components, engineering design software (e.g., BlueBeam Revue, Autodesk product suite, and related), and software as a service (SaaS) platform.
- Troubleshooting network connectivity issues in a geographically distributed / multi-site secure environment based on zero-trust network architecture.
- Initial Escalation-level support, including assisting more junior team members with their tasks, developing / improving technical procedures, and providing training.
- Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.
Qualifications
Experience, Knowledge, and Skills:A successful candidate will have a high school diploma with 4+ years of relevant experience. Additionally, the candidate must have AZ-900 fundamentals, A+ and Network+ certifications, along with demonstrated experience performing the duties described above, and possess technical knowledge and related skills in the following areas:
- Windows 10, Windows 11, and, optionally, MacOS concepts, organization, and core administration and troubleshooting tools
- Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools
- Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools
- Familiarity of remote support tools
- MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools
- TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools
General and Behavioral Attributes:To be successful in our fast-paced and ever evolving environment, a successful candidate should have a demonstrated track record of the following critical attributes:
- Attention to detail and strong analytical and advanced problem-solving skills relying on a combination of fundamental knowledge and independent analysis;
- Strong organizational, team collaboration, and mentoring skills to provide timely and efficient response to service requests while providing technical leadership to the support team;
- Exceptional oral and written collaboration skills utilizing a variety of tools including ticketing systems, email, MS Teams, conferencing, etc. in a multi-discipline and geographically distributed environment;
- Ability to handle challenging situations in a professional, cordial, and collaborative manner;
- Commitment to continuous learning and professional development.
We offer an excellent benefits package including:- A competitive salary
- Medical, dental, vision, life, and disability insurance
- Paid time off
- Tuition reimbursement
- 401k Retirement Plan
- Military Reserve pay offset
- Paid maternity leave
Abilities:- Exposure to computer screens for an extended period of time.
- Sitting for extended periods of time.
- Reach by extending hands or arms in any direction.
- Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
- Listen to and understand information and ideas presented through spoken words and sentences.
- Communicate information and ideas in speaking so others will understand.
- Read and understand information and ideas presented in writing.
- Apply general rules to specific problems to produce answers that make sense.
- Identify and understand the speech of another person.
Pay Range
USD $37.76 - USD $44.71 /Hr.
