Provide a high level of customer service throughout all communications with the end user
Respond efficiently to all contacts by applicable Service Level Agreements, Operational Level Agreements, and Key Performance Indicators
Continue to record into the standard service management software, all activities performed as part of the management of all issues or queries worked on, up to and including closure
Participate in team meetings
Recommend improvements in processes and systems
Required Experience
Previous experience in an IT Service Desk or IT support role will be highly advantageous
2+ years experience in a customer service environment
Has certifications in Microsoft
Ability to liaise with multiple vendors, customers, and stakeholders at a technical level
Ability to respond to client inquiries promptly, courteously, and efficiently
High-level written and verbal communication skills
Ability to multi-task and prioritize
Ability to follow instructions to completion
Defense knowledge or experience is advantageous
Proficient With
Microsoft 365, Azure AD, Intune
Microsoft Windows Servers
Laptops, Desktop PCs, Tablets, and Mobiles (Both Android & iOS)
Microsoft Windows 10 / 11, Office 365 Suite, SharePoint, Teams, and OneDrive
Windows Updates, Security, Antivirus, and Remote access tools
Windows Active Directory Domain Services
Network Switches, Firewalls, Wi-Fi Access Points, Printers, and Multimedia Devices
DNS, Internet, Routing, and Network troubleshooting
Key Competencies
Strong Microsoft Skills, AD, Azure, some networking