Tier 1 - Deskside Support - MTL

Using the corporate Service Management tool, you will provide exceptional first-level technical and user support via telephone, email, and other online-based or remote-control tools in a timely and courteous manner

Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets

Use customer service skills to clearly and effectively communicate with end users in the English language, using corporate telephony and messaging tools

Perform analysis, troubleshooting, and resolution of end-user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required

Perform basic analysis, troubleshooting, and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required

Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration

Continually maintains and upgrades technical capabilities and knowledge

Creates and maintains Service Desk procedures, user guides, and support documentation

Participates in technical testing and projects as directed

Successful candidates must obtain and hold security clearance at the Reliability Status level and pass a security assessment for the Controlled Goods Program (CGP).

Must be flexible on work schedules, as the Service Desk provides extended support hours (7:00am-8:00pm Eastern) Monday to Friday.

A diploma or degree in related studies and a minimum of 1 year of providing support (in person, by email, and telephone) in a Help/Service Desk environment, or an equivalent combination of training and experience.

Other Requirement:
Bilingual