Enterprise IT Support Engineer - OSC

Requirements

• Associates degree or equivalent professional experience
• One or more years of help desk, technical support, or desktop support experience
• One or more years of experience & knowledge of Windows 10/11, MacOS, iOS/iPad OS, network connectivity, and support of peripheral devices (printers, scanners, etc.)
• Demonstrated expertise in standard workplace applications, including but not limited to Microsoft Office, Office 365, Visio, Project, Acrobat, and Cisco products.
• Working knowledge of Hybrid Azure/Entra Active Directory, fundamental Windows and/or MacOS security, and file and share permissions
• Experience with iOS/iPhone and troubleshooting
• US Citizenship for this position is required by law due to federal customer contracts
• One or more years of experience with Exchange user administration
• Familiarity with ServiceNow
• Familiarity with Remote Monitoring & Management (RMM) solutions (Bomgar, Teamviewer, etc.)
• A+ Certification
• KNOWLEDGE, SKILLS AND ABILITIES
• Excellent interpersonal skills with the ability to interface with all levels of the organization
• Self-starter with the ability to work independently in a fast-paced team environment
• Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor

Benefits

Additional Information

The Enterprise IT Support Engineer I - OSC will be responsible for providing Tier-1 level employee assistance for common desktop support issues; this includes Tier-1 support of Business Systems Support (BSS), and ServiceNow as part of the Operations Support Center (OSC). This position will require a broad knowledge of common desktop support issues. A proven ability to successfully analyze and perform problem resolution with an emphasis on customer satisfaction is a must. Successful candidate will possess an established background supporting end users in a dynamic environment and the ability to meet demanding deadlines when necessary. The Operations Support Center is a 24/7/365 organization, which means the position requires shift work. The OSC staffs for business needs; therefore, your shift could change. This team is currently hiring for multiple shifts: First Shift: 8 AM - 5 PM, days vary Second Shift: 4 PM - 1 AM, days vary Third Shift: Midnight - 9 AM, days vary RESPONSIBILITIES, other duties may be assigned. - Manage and process incoming desktop support, Business Systems Support (BSS), and ServiceNow tickets within the Incident Management System (IMS) by promptly acknowledging, documenting, and resolving issues. - Escalate tickets to Tier-2 support teams based on priority, complexity, and request type. - Deliver remote helpdesk support to end-users by diagnosing and resolving issues related to Windows and MacOS devices, software, and peripheral equipment, iPads, applications, networks, IP phones (8x8), and DUO multi-factor authentication administration. - Participate in problem solving and troubleshooting for the assigned task(s), functional area(s) or project(s) - Share knowledge by effectively documenting work - Stay current with changes in the technical area of expertise - Develop and maintain a thorough knowledge of the assigned task(s), functional area(s) or project(s) - Work with the team to ensure the quality of the assigned task(s), functional area(s) or project(s) - Respond quickly and effectively to production issues and taking responsibility for seeing those issues through resolution

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Company Intel

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