Reporting to the IT Manager, this position is responsible for technical service support to internal users including fielding and resolving technical service issues, providing troubleshooting support, and identifying solutions to issues and questions. Issues include, but are not limited to, resolving domain and other system account issues, network troubleshooting, uninstalling/reinstalling production software applications, verifying proper hardware and software set up, troubleshooting hardware and software issues, and other issues that come up. In addition, this position assists with projects as needed. Secondary duties include updating, maintaining, and improving, when possible, our M365 environment. Specifically, SharePoint, Power Apps, and Power Automate environments. Duties and Responsibilities Maintain, update, and improve the main and Logistics SharePoint sites and pages Provide monthly updates on EOTM, note-worthy news, anniversaries, and other employee accomplishments. Create new flows to automate or otherwise improve the user experience when possible. Assist with updating and/or creating Power BI reports Additionally troubleshooting dashboards and other report errors as necessary. Assist in developing or updating processes used within the M365 environment. This can be in any of the M365 environments Develop product knowledge to serve as a technical resource to our end users. Assist with daily support to users of various computer systems including answering questions, troubleshooting hardware and software issues, managing NTFS permissions using Active Directory, managing printers, and troubleshooting GPOs. Systems include and are not limited to: Laptop, desktop, and server (both physical and virtual) computers Mobile devices (cell phones and tablets) Desk phones Copy Machines Network equipment and appliances Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. Install and maintain hardware, software, and other equipment to meet user requirements, routinely observe operational performance, and install vendor specific updates when necessary. Log and analyze technical service inquiries and identify trends leading to early identification of emerging issues. Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel. Other duties as assigned.

Requirements and Qualifications Required:

Experience administering Microsoft 365 SharePoint, Power Apps, and Power Automate environments. Experience administering a Windows domain with Active Directory and Group Policy High school diploma and willingness to learn through on-the-job training. Strong communication, interpersonal and presentation skills, and the ability to remain calm and professional in all circumstances. 1+ years' experience with software ticketing systems. Ability to provide support remotely using remote tools, on the phone, or in person as needed. Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures. Strong working knowledge of Windows operating systems and Microsoft Office Applications. Strong analytical, critical thinking and problem-solving skills. Ability to quickly understand complex or technical concepts. High-energy self-starter as well as collaborative team player. Effective, strong presentation and communication skills, both verbal and written.

Preferred:

1-2 years proven experience in a technical service or support role College degree in related field Bilingual English/Spanish A+ and/or Network+ Certifications PowerShell experience