Technical Support

The Technical and Desktop Support will perform the tasks necessary to provide outstanding incident management for all Americas-based office and field-based employees. Some travel to other Merz facilities may be required. Responsibilities Installation of laptop, desktop, telephony and mobile devices, and IT-related peripherals - includes imaging, profile configuration, network connectivity, etc. Installation of software on laptops, desktops, and mobile devices. Performs troubleshooting, maintenance and issue resolution related to laptops, desktops, telephony, and mobile devices. Provides IT hardware/software service and support for new employees; includes equipment setup, delivery, and IT related training. Provides executive level support to organization VIPs. Completes tasks related to the off boarding of separated employees; includes account deprovisioning and equipment retrieval. Manages assigned tickets within ITSM ticket queue; resolves and closes assigned tickets within agreed upon service levels to ensure a high level of customer satisfaction; communicates customer updates when issues may impact agreed upon service levels. Assists with major (Priority 1) incidents including issue definition, action plan and success criteria. Communicates with affected groups, stakeholders, and end-users about the impact to business operations. Maintains adherence to organization Information Security policies and procedures. Attends training and/or industry seminars as appropriate, to stay abreast of current technologies, trends, and directions. Performs additional duties as assigned. Qualifications Professional customer service attitude and attention to detail Action-oriented with the ability to balance urgency with sound judgement and communication. 2-4 years of progressively responsible desktop support, help desk, or incident management experience. 1-3 years of supporting C-suite executives or other organization VIPs. Experience supporting Microsoft Active Directory Experience supporting Windows 10 and Windows 11 Experience supporting Microsoft Office 365 applications. Experience supporting audio/visual hardware software such as Microsoft Teams, Cisco Webex, or other virtual collaboration software. Experience supporting mobile devices such as iPhones, iPads and Apple iOS operating systems. Excellent verbal and written communication skills. Experience with comparable IT Service Management system (ITSM) ticketing systems. High school diploma or equivalent (GED or High School Equivalency Diploma) required. Bachelor’s degree in information technology, Computer Science, or related field preferred. #J-18808-Ljbffr