IT Service Desk Support

Job Description

This position will serve as the primary IT support liaison for their region. Requirement is 5 days onsite. They will also assist other team members to complete demands of the business. The IT Service Desk Analyst will be supporting and owning roughly 60-70 internal employees in the following states/cities: Michigan, Indiana, Tennessee, and Pittsburgh, PA. Managing escalated incidents and request from the Service Desk and working with other departments within IT Operations. Assisting end users onsite or remotely with hardware and/or software inquiries. Configure and install IT hardware and software. Perform asset management including updates and reconciliation.

Essential Functions

Image, configure, and deploy all IT hardware, peripherals, mobile devices, and software for all Pike Employees.

Troubleshoot and resolved all IT related incidents with cooperation from other departments within IT Operations

Document support incidents in detail within the Help Desk ticketing system.

Work with ITAM (Asset Management) to ensure an accurate inventory

Coordinate and configure IT products and services for activities such as video conferencing, webinars, and conference room presentations, off site meetings.

Works with remote users to solve both application and connectivity issues on desktop, laptop, and mobile devices.

Create, review, edit and share documentation to all team members.

Researches, recommends, and implements solutions with direction from the Manager or team leader.

Responsible for assisting in the support of our mobile product line to iOS devices on all major carriers.

Participate in weekly on-call rotation for escalation coverage supporting for the Service Desk

Publish and review documents in the knowledge base to help assist team members

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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 or uniformed service member status, 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 ~~~ .

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Skills and Requirements

5+ years of experience as a Desktop Support Technician

Active Directory administration experience

Windows 10 and 11 experience

Experience working with Microsoft O365 products (logins, changing passwords, etc.)

Must be available to travel nationwide, up to 10% to support, setup, and dismantle supported office

Must be available to work non-traditional hours when required

Excellent customer service skills for a diverse customer base

Strong attention to detail with an emphasis on written and verbal skills

Takes initiative and works as a team player

Maintain a clean appearance and clean work area

Must be able to lift and carry 50lbs

must be ok with M-F onsite and occasional travel to other offices within the region Intune and SCCM experience

Microsoft certification(s) or CompTIA certification(s)

Experience with Apple iPads and iPhones

Experience supporting multiple locations

Experience supporting C-level or VP Executives

Experience supporting AV/Conference rooms

Experience supporting printers/scanners 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 ~~~.