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Job Description

As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following:

PC provisioning, including installation of the standard OS image, BIOS updates, drivers, and common application software using a combination of the MS Autopilot and manual procedures; verifying and updating network, user profile, and software configuration.

Receiving and providing initial support for the incoming calls/support requests received through the ticketing system, helpdesk telephone line, email, or MS Teams.

Provisioning user accounts, group membership, access to core collaboration tools (MS Outlook email, MS Teams, MS SharePoint, OneDrive, and related), privileges and software licenses using established procedures via Microsoft Entra ID and vendor-specific tools.

Troubleshooting basic hardware, software compatibility issues, and network connectivity issues, and Microsoft 365 and related application issues; escalating complex problems to senior staff, coordinating OEM repairs.

Network-attached multi-function printer configuration, including networking, security, and logging attributes; troubleshooting connectivity and printing issues.

Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

Windows 10, Windows 11, and, optionally, , organization, and core administration and troubleshooting tools

Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools

Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools

MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools

TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools

General and Behavioral Attributes:

To be successful in our fast-paced and ever evolving environment, a successful candidate should have a demonstrated track record of the following critical attributes:

Attention to detail and strong analytical and problem-solving skills relying on a combination of fundamental knowledge, procedures, and independent analysis

Strong organizational and team collaboration skills to provide timely and efficient response to service requests

Exceptional oral and written collaboration skills utilizing a variety of tools including ticketing systems, email, MS Teams, conferencing, etc. in a multi-discipline and geographically distributed environment

Ability to handle challenging situations in a professional, cordial, and collaborative manner

Commitment to continuous learning and professional development

Education:

Associate of Science Degree in Information Technology, Computer Science, Computer Engineering, Networking, or a related field with 4+ years of experience; Equivalent combination of HS degree and work experience is acceptable.

60-95k

We offer an excellent benefits package including:

A competitive salary

Medical, dental, vision, life, and disability insurance

Paid time off

Tuition reimbursement

401k Retirement Plan

Military Reserve pay offset

Paid maternity leave Industry Experience null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].