• Triage issues and service requests via phone, e-mail, v-mail, and Cisco Jabber and other IM platforms.
  • Expertise in utilizing Enterprise systems and remote support processes (VNC, Air Watch, Telogis, LogMeIn) systems and devices in a corporate environment.
  • Troubleshoot end users issue and resolve upon first contact.
  • Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Service Now and Help Star.)
  • Implement, create, manage or participate in the creation of knowledge base articles, training\training opportunities, SLA requirements and process engineering projects.
  • Provide `how to` assistance on all internally supported devices, applications and systems.
  • Manage the escalation process for issues appropriate any level subject-matter experts in accordance with service-level agreements, and follow up on all incidents.
  • Provides communication to higher level management within the company as indicated by policy.
  • Respond to end-user inquiries regarding the status of incident/service requests and perform follow-ups.
  • Provide event analysis and status reporting on a daily/weekly basis.
  • Build relationships with all support technicians as well as any subject-matter to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
  • Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.


  • Experience providing hands-on and remote support for executive level end users.
  • Android, iPhone, iPad, Blackberry and other mobile devices.
  • Microsoft Office Suite 2013, 2016 (Outlook, Word, Excel, PowerPoint, Publisher, Visio).
  • Excellent customer service skills via phone, email, ticketing system and in person requests.
  • Strong analytical troubleshooting skills.
  • Ability to learn new technology and applications.
  • Solid written and verbal communication skills. Ability to speak distinctly and persuasively. Able to read, write, speak English fluently.
  • Able to effectively communicate technical concepts in common terms.
  • Strong time management skills.
  • Mature and self-motivated professional able to work in a fast-paced and constantly changing environment. Very fluid within the environment and easily adaptable to the ever-changing needs of the end-user.
  • Possess the manual dexterity to operate a computer and other necessary office equipment.
  • Able to work varied shifts, weekends and holidays as needed.
  • Troubleshoot network connectivity using various tools and escalate as necessary.
  • Image laptops and desktops for field deployment.
  • MAC in AD, Exchange and in-house application.