We are a mission-led company, driven by a passion for making the world better and safer for our brand customers and their consumers. It’s what we do. And people come to Corsearch to be challenged, developed, supported, and valued
The Role
As a Help Desk Technician in IT Operations, you will be responsible for providing collaborative day-to-day Level I/II support of business applications and end-user hardware and software. The IT Operations team will collaboratively provide global support including, but not limited to, response and resolution of Incidents, Problems, and Requests via phone, ITSM portal, and e-mail. This individual must be a clear candid communicator, highly motivated, emotionally intelligent, and have a proven track record of teamwork, execution, and customer-service.
Responsibilities and Duties
Collaborate with IT Operations team peers to provide best-in-class customer service and support to internal customers for Level I/II incidents, problems, and requests
Participate in team standup meetings
Support end-user Apple/Windows workstations and applications (e.g., Microsoft Outlook, etc.)
Support end-user Apple/Android mobile devices
Manage and coordinate urgent and complicated support issues
Determine root cause of issues and communicate appropriately to internal customers
Work with Atlassian ITSM ticketing system and achieve to Service Level Targets
Follow SOPs and Processes for infrastructure support
Communicate clearly and efficiently with IT Operations team and other peers
Assist in and prepare IT Operations support documentation
Essential
Advanced knowledge of supporting: Windows 10, MacOS, and Office 365 Apps
Basic knowledge of: Active Directory, Azure AD, and Endpoint Manager/Intune
AS degree in Information Systems, Computer Science, or another related field
Professional experience in an IT support role. Experience in Technology/Infrastructure Operations strongly preferred
ITIL and/or Agile certification (preferred). Atlassian product certification(s) a major plus.