• Provide technical support to client-managed desktops, laptops with docking stations and mobile devices. This includes supporting a variety of client-standard software and hardware (including accessories and peripherals) and addressing issues such as imaging computers; fixing logon and connectivity issues; patching security vulnerabilities; and installing software, among others.

• Receive and take ownership of requests for help via ServiceNow; respond to and resolve these within agreed-upon timeframes; communicate progress; and document work in the system.

• Complete tickets within designated service levels: 90% Response SLA met; 95% Resolution SLA met; and meet Quality Management performance indicators.

• Leverage technical expertise and troubleshooting skills to diagnose problems and identify and apply the appropriate resolution or find resources to resolve the issue.

• Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings.

• Provide support to M365 applications (Copilot, Outlook, Office, OneDrive, Teams, etc.)

• Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks, ensuring accurate documentation and record-keeping.

• Attend to issues with client-owned and personal mobile devices (iOS and Android) which are connected to client’s corporate systems.

Certifications:

• Industry certifications such as A+ recommended.

Required Skills/Abilities:

• Excellent verbal and written communication skills.

• Excellent customer service skills.

• Advanced skills in supporting Windows computers and Apple mobile devices.

• Advanced skills in supporting Microsoft suite products, e.g. Office, Outlook, Teams, SharePoint and OneDrive on Mobile and PC, as well as browser-based applications.

• Advanced skills with virtual meeting software and hardware, including Cisco products, such as WebEx and videoconference codecs, as well as MS Teams and Zoom.