Provide white-glove concierge-level customer experience supporting internal employees face-to-face, via chat, and over the phone.
Keep users updated on their incidents, requests, or problems.
Educate users on essential functions and new technologies to streamline their workflow.
Troubleshoot network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.
Support users on applications and tools within the environment, including Office Suite, RSA, Okta, collaboration tools (Zoom, WebEx, Jabber, etc.), Mac, and Windows OS.
Apply critical thinking to assist with simple and complex user requests, document interactions, and follow-up with users.
Provide walk-up support during regular business hours, Monday to Friday.
Receive and process equipment from supplier sites and deliver shipments to stockrooms and local help desks.
Complete data entry in inventory management systems, verify request accuracy and match quantities and types.
Prepare shipments, create labels, remove invalid stickers, and organize packaging for safe delivery of materials.
Participate in inventory counts.
Conduct deployment services, including desk setup and desk-side support.
Restock and troubleshoot IT accessory vending machines. Skills
HS Diploma or GED
At least two years of experience in an IT helpdesk or related role
At least two years of general work experience in a detail-oriented, customer-focused role
Strong understanding of Microsoft Outlook client (Windows & Mac)
Experience troubleshooting VPN and certification issues
Working knowledge of Active Directory and basic AD administration
Working knowledge of video collaboration tools (Zoom)
Strong familiarity with Windows 7/Windows 10 Enterprise Environment and Mac OS X Yosemite and El Capitan, respectively
Experience with RSA tokens and Citrix environments
Familiarity with any ticketing system
Strong sense of urgency
Exceptional professionalism and customer service
Excellent task and time management
Clear verbal and written communication skills combined with relentless follow-up
Strong organizational skills and attention to detail
Ability to follow proper escalation paths
Comfortable working independently towards team goals
At least two years of experience in logistics, supply chain, warehouse, or related fields
Familiarity with inventory management tools
Availability to work 40 hours and five days per week with offset hours
Ability to move/lift at least 25 lbs.

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