You will provide the best service to our partner brands by performing these tasks:

• Provide help desk support and resolve problems on a variety of technical and business processes onsite and remotely.
• Monitor and respond quickly and effectively to requests received through IT helpdesk.
• Monitor software performance on a daily basis and resolve issues proactively.
• Identify recurring problems including root cause for scripting opportunities to avoid/prevent.
• Analyze help desk requests to identify new training opportunities.
• Become the SME for internal applications in order to implement and train applications to users.
• Document internal procedures.
• End user on boarding/off boarding.
• As part of the helpdesk team, be able to answer basic computing questions as needed.
• Report issues to the Level 3 software/hardware administrators for escalation.
• Assign users and computers to proper groups in Active Directory.
• Support users on SharePoint, OneDrive, Teams, and Microsoft 365 Apps
• Identify resources and user needs to improve internal and department processes.
• Perform timely workstation hardware and software upgrades as required.
• Ensure ALL issues, incidents, metrics are capture in the Technical Support Ticketing system and provide a monthly report on support metrics and key support issues.
• Complete project assignments and special projects commensurate with job expectations.
• Other related duties assigned as needed.
• Time management and time entry.