Tier-2 Help Desk Support (Field IT)

The selected candidate will provide Application and Desktop Support services. This includes troubleshooting for PC, network, phone, printer hardware and software, mobile devices, handhelds. The selected candidate will also participate in technology refresh projects, provides in-person, desk-side and remote support to business users. In addition, the Desktop Support candidate will serve as the initial point of contact for troubleshooting all IT related problems. The ability to communicate effectively and professionally with business users, clients and internal IT support elements is a must.

Requirements/Qualifications:
Excellent customer service, interpersonal and communication skills
Strong prioritization skills
Ability to adapt to changing technologies and learn new technologies
Bachelors in Information Technology or Associates plus 3-5 years of Experience
Experience with ITIL focused ticket management tools. ServiceNow is a plus but not required.
Desktop/Laptop Imaging experience
Hardware & software Application Maintenance and Support
Perform asset management requirements
Comply with Williams IT Standard Processes and Procedures
Comply with IT Client Services organization and IT security policies
Coordinate resolution activities with all involved parties, but serve as the single point of contact for end users
Duties as assigned by manager

Technology Requirements:
MS Office 365, Microsoft Teams, Windows 10, PXE with imaging computers, Edge, Internet Explorer, Active Directory, iPhone support, Citrix,
Remote Assistance/ Remote Desktop, HP Desktop/Laptops, Multi-Function printers