Q2
Job Description
- Provide excellent first contact customer service to our internal customers
- Troubleshoot and resolve requests for service, incidents, and events within SLA while maintaining a high level of customer satisfaction
- Setup new employee offices and assist with on-boarding of new Q2 employees
- Image, configure, test, and distribute workstations to employees
- Coordinate escalation and resolution of complex issues with the appropriate IT teams
- Help to maintain a positive and professional work environment
- Assign appropriate permissions to users in Active Directory
- Perform regular file archival and data migrations as necessary
- Collaboratively document, develop, and contribute to Helpdesk continual service improvement
- Maintain inventory of all corporate assets issued to employees
- Participate in rotating on-call shifts approximately once per month
- Provide support for key IT projects
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
- Perform responsibilities within established SOX and security compliance requirements
- 2-5 years of technical experience in an IT organization
- Ability to work individually, as a team, and cross-functionally to resolve complex issues
- Strong customer service, written, and oral communication skills
- Experience with Active Directory
- Experience supporting both Windows and Mac workstations
- Experience providing effective support to remote users
- Preferred:
- Advanced Degree in Information Systems, Computer Science, Engineering or related field
- Experience with Identity Management tools (SSO)
- Experience with Mobile Device Management tools - (MDM)
- Experience with A/V and collaboration tools
- Certification in one or more of the following: MTA, MSCA, Network +, CCENT/CCNA