Call Center/Help Desk Technician III

Responsibilities

• Serve as the initial contact for reporting technical issues and answering questions regarding software, hardware, and network concerns.
• Accurately diagnose and resolve technical problems.
• Escalate issues to appropriate resources when necessary to ensure timely resolution.
• Document requests for assistance clearly in the ticket management system and track incidents through to resolution or escalation.
• Prioritize workload and exercise sound judgment while managing multiple tasks.
• Provide operational technical support to clients on-site and remotely for company managed equipment.
• Oversee ongoing maintenance and deployment of new hardware and software for device life cycles.
• Monitor and update service requests and incidents within the IT Service Management (ITSM) tool.
• Deliver on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions.
• Serve as an escalation point to the Tier 1 group for application or hardware inquiries related to Microsoft Office and Windows OS.
• Imaging of desktop and laptop computers; familiarity with System Center Configuration Manager (SCCM) and Azure Intune is a plus.
• Set up, configure, and troubleshoot video conferences for internal and external meetings.
• Prepare workstations, including the setup and configuration of laptops and desktops.
• Interface with hardware vendors to facilitate repair and installation.
• Continuously identify opportunities to improve efficiency and effectiveness in issue resolution.
• Manage small projects as needed and communicate technical issues and project execution with IT Managers and Network/Server Engineers.

Requirements

• Proficiency with current Windows operating systems.
• Experience with Active Directory and Azure Active Directory, M365 Multifactor Authentication, and BitLocker.
• Experience administering and troubleshooting M365 Cloud Applications, including Exchange Online, OneDrive, Teams, and SharePoint.
• Experience with PowerShell scripting.
• Knowledge and experience supporting, troubleshooting, and configuring PC hardware and peripherals.
• End-user desktop support, mobile device support, email support, and phone support.
• Minimum 4 years of relevant experience.
• Bachelor's degree in Management Information Systems, Computer Science, or a related field (preferred).
• Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes.
• Excellent oral and written communication skills, with strong problem sensitivity and deductive as well as inductive reasoning.
• Strong information organization skills with attention to detail and effective prioritization.

Technologies

• Windows OS
• Active Directory
• Azure Active Directory
• M365 Cloud Applications (Exchange Online, OneDrive, Teams, SharePoint)
• PowerShell
• System Center Configuration Manager (SCCM)
• Azure Intune
• Microsoft Office
• ITSM tool

Security Clearance

There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.