Customer Support Admin - IT
About The Position
This role will be reporting to the West Coast IT Service Delivery End-User Support team. The role will be the primary point of contact for Tier 1 support, supporting a mixed network environment, meeting the needs of the business user, software and peripheral equipment, and the documentation of practices relating to these technologies. As applicable, updates knowledge base articles. In this role, you'll be critical in ensuring the customer experience in IT support is second to none. Your leadership will empower a team of professionals to deliver top-tier service, enhancing customer satisfaction, and fortifying our relationships with clients. Your decisions and strategies will resonate across our global operations, making sure that technology is an enabler, not a hurdle. By joining us in this essential position, you will be at the forefront of elevating our commitment to customer-centric support, driving excellence, and setting new standards in the world of IT services. Your leadership will be the catalyst for shaping a future where every interaction is a testament to Honeywell's unwavering dedication to customer success.
Requirements
- Bachelor degree in Information Technology or 4 years of experience
- A+ Certification and knowledge of PC Architecture
- 2 Years network technical troubleshooting in Corporate wide area network (WAN) environment (Switch, to user port)
- 4 years deploying end user hardware laptops, desktops, via automated provisioning solutions (Ivanti EPM, MS USMT)
Nice To Haves
- Advanced knowledge supporting MS Intune and Company Portal
- Advanced knowledge of MS Office365
- Analytical skills: ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form; ability to work with data reports
- Time Management & organizational skills: flexibility and adaptability to changing priorities and assignments; ability to maintain confidentiality; ability to perform with a high degree of multi-tasking
- Familiar with usage in general office equipment
- Excellence Behaviors: remain engaged, proactive and positive even in tough circumstances; own assignments and be fully accountable for their success; align actions, behaviors and conversations to what matters most; bring out the best in others and recognize the value in every person’s contributions; ability to work regularly with customers face-to-face, phone or e-mail
Responsibilities
- Legacy AD support, Active Directory
- Microsoft Intune Admin Center
- Add new systems to the network
- Unlock/reset user account password
- Zscaler Client Connector support
- Microsoft Company Portal application
- Hardware installations, equipment moves
- BIOS patches
- Hardware troubleshooting
- Desktop hardware support of end-user systems
- Patching drops, monitoring network availability
- Troubleshooting connectivity issues
- Make custom length patch cables
- Troubleshoot with Netscout network analyzer
- TEAMS VOIP phone system admin experience, and/or ability to learn a must
- Troubleshoot phone connectivity issues, programming extension changes
- Deploying new services
- Install/deploy licensed software on workstations
- Ensure software asset management policies are followed
- Provision user workstations using LTP documented process
- Deploy systems using imaging tools such as Acronis with current OS patches for new and older systems
- Imaging and inventory new systems for stock
- Collect and dispose of obsolete equipment abiding by the IT Asset Management Policy/SOP
- Ensure user workstations are up to date with all security patches
- Maintain printers, contact vendors (HP/Canon) for printer repairs
- Work with Systems admin staff to configure new print queues and new printers
- Corporate Mobile Device management experience, mobile device troubleshooting
- Participate in daily huddles to review aging, unallocated tickets related to problems/issues/delays to limit User escalations and to improve user response/resolution time
- Ensure fellow End-User support team members are also abiding by IT Asset Management process
- Ensure IT meets the annual goal deliverable of abiding by Asset Management to support DFARS, CMMC certifications and controls
- Improve and maintain 6S in your area; make suggestions for improvements
- Participate in Lean/Six Sigma activities in own work area as well as events for other areas to enhance cross-functional problem solving
Benefits
- Employer-subsidized medical, dental, vision and life insurance
- Short-term and long-term disability coverage
- 401(k) match, flexible spending accounts and health savings accounts
- Employee assistance program and educational assistance
- Parental leave and 12 paid holidays
- Paid time off for vacation, personal and sick time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
