What will you be engaged in day-to-day?

• Serving as the first point of contact for employees seeking technical assistance over the phone or email.
• Answering service calls clearly and effectively.
• Routing tickets to appropriate team members.
• Performing desktop and/or laptop imaging using Windows Deployment Services.
• Providing installation assistance and troubleshooting issues with Microsoft Windows 10, Microsoft Office 2016, Adobe Creative Suite, Anti-virus, VPN, etc.
• Identifying, researching, and resolving technical issues with the Local Area Network (LAN).
• Following up with customers, providing feedback, and seeing problems through to resolution.
• Documenting support requests using the helpdesk ticketing system.
• Writing tips, FAQ's, and knowledge articles for the helpdesk knowledgebase.
• Prioritizing and independently managing time on multiple projects simultaneously.
• Escalating higher level issues to management as needed.
• Providing onsite and remote coverage outside of normal business hours as needed.
• Performing other duties as assigned.

What qualifications will help you succeed?

• Associate's Degree in Information Systems, Computer Science or relevant field required, Bachelor's Degree preferred. Minimum of 2 years of Helpdesk experience.
• Familiarity with Windows 10 operating systems and Mac OS.
• Experience working with Microsoft applications such as Azure, Entra ID, Exchange and Intune preferred.
• Knowledge of Microsoft Office 2016, Adobe Creative Suite, remote access (VPN), and mobile devices.
• Ability to diagnose and resolve basic technical issues.
• Excellent follow through, attention to detail, and organizational skills.
• Strong technical research skills.
• Superior communication skills (interpersonal, written and verbal).

Management retains the discretion to add to or change the duties of the position at any time.

IQ Solutions is an Equal Opportunity Employer and an Affirmative Action Employer (M/F/Disabled/Veteran). IQ Solutions prohibits employment discrimination based on race, color, religion, creed, age, sex, sexual orientation, gender identity/expression, national origin or ancestry, marital status, status as a military veteran, including all protected veterans, or status as a disabled individual, in accordance with applicable law. For more information about our commitment to equal employment opportunity, please refer to our Applicants Rights under Federal Employment Law Section on our main .