Description

You will be part of Cook & Boardman's IT Services team, which is on a mission to deliver an exceptional technology experience to all company associates. Our team focuses on delivering excellent customer service and being there for our coworkers when they need us most. You will use your technical knowledge and critical thinking skills to solve IT issues varying in complexity. You will help triage support requests and work on those requests while providing exceptional service along with maintenance tasks, site visits, and other assigned tasks. Our job is to ensure all IT Systems perform as expected, from Desktop to Server, so our coworkers can accomplish business tasks effectively.

Essential Functions

• Effectively prioritize and manage ticket requests via a ticketing system

• Document all progress for each support request or project assigned

• Ability to document routine resolutions and identify trends

• Participate in strategic and continuous improvement projects related to Information Technology

• Perform tasks during the weekly maintenance window(s)

• Assist with recurring tasks related to day-to-day operations of all IT Systems

• Effectively execute outlined procedures for high priority tickets or escalation where appropriate

• Visit branch locations to provide onsite IT Support as needed

• Provide exceptional customer service to colleagues via phone, email, and in-person

Minimum Qualifications

• At least 2 years of help desk experience providing remote support to end users via phone, email, and remote-controlled sessions

• Experience using a ticketing system

• Experience managing accounts and groups in Microsoft Active Directory

• Experience supporting Windows 11 Professional

• Experience supporting the O365 office suite

• Experience administering end user mailboxes, distribution lists, and other aspects of the O365 admin center

• Demonstrated ability to troubleshoot endpoints, printers, and mobile devices

• Demonstrated ability to troubleshoot basic LAN network issues

• Fundamental understanding of the OSI Model

• Fundamental understanding of routers, switches, and firewalls

• Ability to travel to other Cook and Boardman locations as identified by Service Desk Manager

The following qualifications are preferred but not mandatory:

• Working within a multi-location environment using MPLS or BOVPN technologies

• Associate degree in IT-related discipline

• CompTIA A+, Network+, or equivalent Microsoft certifications

• Experience supporting a terminal server environment

• Experience with Microsoft Windows Server (2012 R2 and newer))

• Fundamental knowledge of Azure and Azure WVD

Knowledge, Skills and Abilities

• Must have excellent communication skills

• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise

• Great attention to detail required

• Ability to work as part of a team and provide exceptional customer service

• Follow-through and persistence are essentialPhysical Demands
The physical demands described here are representative of those required to successfully perform the essential functions of this position. While performing the duties of this role, the employee will regularly communicate verbally and in writing, and must be able to see and hear in a typical office setting. The role frequently involves sitting, walking, standing, using hands to handle or feel, and reaching with arms and hands.

Work Environment
This position operates primarily in a professional office environment. It routinely involves the use of standard office equipment such as computers, phones, printers, copiers, and filing systems. Occasional business travel may be required.

Qualification Requirements
To perform this job successfully, an individual must be able to carry out each essential duty satisfactorily. The requirements listed represent the knowledge, skills, and abilities necessary for success in the role. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer
The Cook & Boardman Group is an Equal Opportunity Employer and a VEVRAA Federal Contractor. We are committed to providing equal employment opportunities to all qualified individuals, including minorities, females, protected veterans, and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.