Provide first-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior level technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment. This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.
Perform troubleshooting and repairs of Windows as well as some Apple products.
Perform troubleshooting on Network Printer and Multifunctional Devices as well as Home Office Printers.
Perform troubleshooting and have a working knowledge of Office365.
Knowledge of accessing systems remotely via remote tools such as Teamviewer
Perform troubleshooting on remote VPN connectivity
Perform troubleshooting on network drive access
Work daily with Active Directory with knowledge on resetting passwords and assigning users and computers to groups.
Work daily with internal customers via phone, and email, with the occasional walk ups.
Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.
Maintain positive, professional attitude always.
Other duties may be assigned as required.
Education and Experience
Associate degree in related field of study preferred
Bachelor's Degree preferred
1-5 years of experience in MS Windows environment handling Level 1 calls
Certifications are preferred
Experience handling desktop and laptop break/fix support
Experience using and troubleshooting MS Office (O365) products
Experience using ticketing systems, ServiceNow preferred
Experience managing and troubleshooting Windows 7 and 10 workstations
Knowledge, Skills and Abilities
Able to demonstrate superior customer service skills.
Able to communicate and translate complex technical topics into easy to understand concepts.
Able to communicate clearly and effectively, both verbally and in writing.
Able to clearly document technical processes.
Able to proficiently manage and troubleshoot Microsoft desktop operating systems.
Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.
Equal Opportunity Employer/Veterans/Disabled
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The Company will consider qualified applicants with arrest and conviction records