Tackle troubleshooting and problem resolution to support end-user technical issues. Must have O365, AD and Connectwise experience. Set up new desktop systems and configure laptops for incoming employees, loading required software and server permissions. Conduct hands-on technology training programs to assist use of newly implemented hardware and software. Monitor IT use to maintain compliance with established processes, policies and guidelines. Deliver local and remote Tier 1-3 IT support for hardware and software to company personnel. Review requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution. Provide on-site technical support after project implementation and recommended product changes and upgrades to product managers.
Build and maintain successful relationships. Monitor service orders to completion and closed service tickets. Collaborate with support team to assist client stakeholders with emergent technical issues and develop effective solutions. Process inbound and outbound technical support calls. Deliver on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.