IT Support Engineer I

Cinch Home Services•Boca Raton, FL

61d

About The Position

Roles & Responsibilities: Handle Level 1 user support and requests to over 1000 employees, either on the telephone or deskside. Follow-up on all incidents and requests until they are completed and inform the user of successful completion or resolution. Support Workstations, Desktops, Laptops, Mobile Devices & Deployment of Hardware/Software Provide detailed documented histories of all incidents, including diagnostics performed and successful solutions. Create and maintain a knowledge base containing subsections for all supported software and hardware. Maintain the incident tracking database. Ensure that incidents are in a timely manner, regularly updated and entered in a clear and concise manner. Provide reports, as necessary. Maintain parts and consumable inventory, ensuring that minimum stocking levels are always available. Order consumables and parts from vendors with supervisor's approval. Represent IT to user community in a professional and service-oriented manner. Provide IT Operations backup support when necessary. Work on special projects for IT senior management. Other duties as assigned. Skills & Experience Required: Strong experience within a Windows 10/11 Enterprise environment Hardware image creation & deployment/components, troubleshooting Experience using JIRA or other ticketing systems ITIL Foundation Certification is a plus Desktop OS certification is a plus Exchange client support/OWA Phone support, remote support, desktop services User account administration/permissions

Requirements

Strong experience within a Windows 10/11 Enterprise environment
Hardware image creation & deployment/components, troubleshooting
Experience using JIRA or other ticketing systems
Exchange client support/OWA
Phone support, remote support, desktop services
User account administration/permissions

Nice To Haves

ITIL Foundation Certification is a plus
Desktop OS certification is a plus

Responsibilities

Handle Level 1 user support and requests to over 1000 employees, either on the telephone or deskside.
Follow-up on all incidents and requests until they are completed and inform the user of successful completion or resolution.
Support Workstations, Desktops, Laptops, Mobile Devices & Deployment of Hardware/Software
Provide detailed documented histories of all incidents, including diagnostics performed and successful solutions.
Create and maintain a knowledge base containing subsections for all supported software and hardware.
Maintain the incident tracking database.
Ensure that incidents are in a timely manner, regularly updated and entered in a clear and concise manner.
Provide reports, as necessary.
Maintain parts and consumable inventory, ensuring that minimum stocking levels are always available.
Order consumables and parts from vendors with supervisor's approval.
Represent IT to user community in a professional and service-oriented manner.
Provide IT Operations backup support when necessary.
Work on special projects for IT senior management.
Other duties as assigned.