HelpDesk Manager – Remote

Position Summary

Maintain day to day Helpdesk operations for the organization’s IT infrastructure and systems. Provide end user support for network, cloud and desktop account management. Triage and assign tickets for resolution.

Duties and Responsibilities

Operate Helpdesk and manage intake queue, offering first line support to end users
Triage and prioritize tickets and address issues to end user’s satisfaction
Investigate issues, research solutions, implement and document within ticketing system
Understand the organization’s standard desktop environment (both Mac & PC)
Draft and keep documentation current
Assist with onboarding of new users which includes basic guidance and training where required
Assist with offboarding of exiting users
Install, test and configure new workstations, peripheral equipment and software
Manage changes, moves, adds, deletions for Users and Computers within Active Directory
Monitor, m...