We are looking for a strong candidate to join our internal IT help desk team. As a valued member of the team, successful candidate will help Scoular’s employees solve information technology issues that they may face while executing Scoular business processes. This resource will exhibit excellent problem-solving skills and come up with innovative solutions. A strong candidate is one who can dig deep and identify root cause for a problem, expertly debug issues and come up with long lasting solutions.
Job Responsibilities:
- Provide first level technical support for employees addressing hardware or software issues.
- Install and configure computer systems, software, and peripheral devices.
- Identify and learn appropriate software and hardware used by the organization
- Diagnose and resolve technical problems, including hardware and software issues, in a timely manner
- Perform hardware maintenance, upgrades, and repairs as needed.
- Manage and administer Microsoft 365 environments, including configuring and optimizing features such as Exchange Online, SharePoint Online, Teams, OneDrive, and other collaboration tools.
- Create, modify, and disable user accounts. Manage user licenses and permissions based on organizational requirements.
- Determine the best solution to the reported / observed issue based on the information provided by the employee / system diagnostics and the analysis performed and leveraging the knowledge documentation made available through ServiceNow.
- Assist in maintaining and troubleshooting network connectivity issues.
- Maintain accurate records of support requests, repairs, and solutions provided
- Collaborate with other IT team members to resolve complex technical issues and contribute to ongoing projects.
- Follow up with employees to ensure issues have been resolved and SLA expectations are met
- Suggest improvements to systems and procedures as part of continuous efficiency gains
About You
- BSc/BA in IT, Computer Science, or relevant field
- Bilingual Proficiency - Fluent in both English and Spanish. Exceptional verbal and written communication skills in both languages.
- Proven experience as a Microsoft 365 Administrator or similar role.
- 3+ years of prior experience in an IT Help Desk, Desktop Support or similar technical role is required
- Strong customer service and communication skills essential for interacting with end-users
- Proficiency in troubleshooting hardware and software issues, knowledge of operating systems
- Proficiency in ServiceNow to log, track, and resolve support tickets. Familiarity with this system is essential for efficient incident management.
- Utilize ServiceNow for effective Asset Management, tracking and managing hardware, software, and other IT assets throughout their lifecycle
- Strong analytical and problem-solving abilities
- Ability to analyze and solve technical problems efficiently.
- Ability to work collaboratively with other IT professionals and departments.
- Create, modify, and disable user accounts. Manage user permissions and access rights based on organizational policies.
- Willingness to learn and adapt to new technologies and changes in the IT landscape
- Accuracy and attention to detail in performing technical tasks and documentation.
- Strong verbal and written communication skills, with a sense of urgency in customer support
- Customer service-oriented approach to execution on issue resolutions
- Team player with collaboration and creativity as attributes
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