IT Help Desk Technician

Job Title

Under the general supervision of the Manager, performs related duties in the daily operation of the Technology department, at all times striving to meet or exceed the requirements and expectations of the customer's employees in their request. Consistently works in an enthusiastic, positive, motivated, professional, detail and deadline oriented manner, with an outgoing commitment to increasing customer satisfaction.

Essential Functions

• Responsible for managing, fulfilling, and closing Service Now tickets related to the team's core services, including password resets for mobile and IP phones, Apple ID assistance, adding users to Active Directory, deploying and setting up new mobile phones/IP phones/multifunction devices, adding/removing International Calling plans, and assisting with basic troubleshooting of mobile and IP phones/MFDs/video conference.
• Perform mobile device password resets utilizing Blackberry Enterprise Server and Microsoft Intune.
• Provide onsite and remote customer assistance with deploying new devices, factory resetting devices, managing users in Active Directory, Microsoft Intune enrollment, Apple ID password resets, and basic troubleshooting.

Qualifications

• Experience with iOS mobile devices and enterprise device management.
• Experience with Microsoft Intune Mobile Device Management.
• Experience with Service Now.
• Experience troubleshooting network issues.
• Cisco certifications preferred.
• 1-3 years of technical experience required
• 1-3 years of customer service experience required
• International customer support experience preferred.
• Ability to converse with users in Spanish and Portuguese is highly desirable.

Additional Responsibilities

• Detail Oriented
• Team-based mentality
• Great Interpersonal Skills
• Customer Service experience
• Corporate Communication Skills (specifically with executives)
• At least Beginner Skills with WebEx
• Excellent customer service skills in person, over the phone, and via email.
• Strong verbal and written communication skills.
• Ability to communicate technical concepts and instructions via phone and email.
• Self-motivated, self-directed, organized and capable of managing multiple tasks.
• Strong problem-solving and strong analytical skills.
• Strong skills with Apple products, iPhone, IPad, Mac's.
• Ability to work with multiple team to troubleshoot network connectivity issues