Essential Duties & Responsibilities:

• Reports directly to the IT User Services Manager (Alsip) on an ongoing basis and communicates all relevant matters pertaining to IT.  

• Provide front line technical support by responding to incidents and requests reported by users through multiple channels, voice, email, IM, etc.
• Provide superior, high-touch service by engaging mature interpersonal, communication and telephone handling skills.
• Escalate incidents and requests and ensure escalation procedures are followed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, mobile devices, peripherals devices, printing/scanning devices, presentation and AV equipment, software and other products in order to deliver required desktop service levels
• Manage incidents and service requests related to endpoints including mobile devices, hardware or software, networking, active directory, audio/video endpoints and other technology related devices utilized in the enterprise environment. 
• Manage end user device inventory (mobile devices, desktops, and laptops)
• Monitor desktop support operations to ensure service levels agreement (SLA) are met.
• Ensure timely resolution of IT requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues, and documenting resolutions.
• Maintain a professional demeanor and positively represent.
• Facilitate all ITIL incident, change and problem management activities including root cause identification and notification.
• Organize and execute end-of-life system replacement and new hire system deployment.
• Continually researches and keeps abreast of new end user device infrastructure, computer system operating environments and new software applications.

Requirements: 

• Bachelor’s degree required.
• Minimum 3 years of related experience in general desktop troubleshooting with Windows operating systems and Microsoft Office applications. 

• Microsoft or A+ certifications are a plus.
• HDI certification are a plus.
• ITIL Foundations preferred. 
• Microsoft Certified Professional preferred.  LAN and desktop knowledge/skills are desired, including from among the following: 

• Windows OS, Symantec Anti-Virus software, Microsoft Office Applications, Microsoft Outlook, Active Directory 
• Ability to install and troubleshoot Microsoft Office applications.  
• Technical knowledge and aptitude in the areas of networks, network topologies, PC/laptop/tablet workstations (configuration and connectivity), network file servers, and troubleshooting techniques 
• Ability to understand and assist in solving network connectivity problems or Windows Active Directory(AD) issues. 
• Must know current technologies and available equipment to obtain best value for Griffith Foods.  

• Intermediate-to-advanced understanding of the following technologies:  
  • Microsoft operating systems include Win7 and Win10  
  • Microsoft Automated Installation Kit (AIK) for image creation including sysprep.