About the position
Provides a single point of contact for end users to receive support and maintenance within the organization-computing environment. This includes responsibility for installing, diagnosing, repairing, maintaining, and upgrading all hardware and associated software to ensure optimal workstation performance. Operations support will troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion. Provide end-user assistance where required; provide and manage support for highly functioning executives and associated support staff; establish and maintain relationships with many different types of customers as well as key information technology resources to provide effective, efficient break/fix IT support services. Proactively seeks out and builds relationships with business/functional partners; actively contributes to business projects and activities. Ensures that request/support are done following local procedures, Code of Conduct, IT security Policy and Wolverines’ values. Ensures that business/functional partners receive information they need for continuous IT support improvement.
Responsibilities
- Configure and install desktop and laptop computers (Microsoft Windows 11)
- Troubleshoot problematic endpoint software and hardware
- Basic wired and wireless network troubleshooting
- Upgrade/migrate windows installations to Windows 11
- Document and track work in incident management system
- Request and coordinate vendor support for hardware and software as necessary
- Instruct users on basic software/hardware/peripheral operation
- Identify and escalate advanced technical issues to L3 teams as appropriate
- Support on telecommunications
- Manage backup processes
- Create and manage (shared folders) file systems on Windows server environment
- DHCP configurations
- Configure and install printers/scanners
- Active Directory management, users, groups, service accounts, etc.
- Deploy phones to users
- Purchase necessary hardware as required
- Investigates root causes to resolve problems
- Implements measures to prevent related and similar issues
- Ensure that required support is provided, always following Corporate and local procedures
- Provide recommendations for process improvements to IT management
- Test and learn new software/systems as they are implemented
- Escalate customer satisfaction issues to IT management
- Available off hours for emergency issues/escalations as they arise
- Excellent communication/interpersonal skills
Requirements
- Bachelor of Science Degree with 3 years’ experience or equivalent experience
- Microsoft Active Directory and Azure Admin
- Cisco Meraki Network knowledge/skills
- Printers and print servers’ knowledge
- Knowledge of Microsoft Application skills
- Plex/ERP system knowledge/skills
- Microsoft AZURE, Entra and other Microsoft Tools knowledge/skills
- Windows troubleshooting
- PC Hardware skills
