We are looking for a strong candidate to join our internal IT help desk team. As a valued member of the team, successful candidate will help Scoular's employees solve information technology issues that they may face while executing Scoular business processes. This resource will exhibit excellent problem-solving skills and come up with innovative solutions. A strong candidate is one who can dig deep and identify root cause for a problem, expertly debug issues and come up with long lasting solutions.

Job Responsibilities:

• Provide first level technical support for employees addressing hardware or software issues.
• Install and configure computer systems, software, and peripheral devices.
• Identify and learn appropriate software and hardware used by the organization
• Diagnose and resolve technical problems, including hardware and software issues, in a timely manner
• Perform hardware maintenance, upgrades, and repairs as needed.
• Manage and administer Microsoft 365 environments, including configuring and optimizing features such as Exchange Online, SharePoint Online, Teams, OneDrive, and other collaboration tools.
• Create, modify, and disable user accounts. Manage user licenses and permissions based on organizational requirements.
• Determine the best solution to the reported / observed issue based on the information provided by the employee / system diagnostics and the analysis performed and leveraging the knowledge documentation made available through ServiceNow.
• Assist in maintaining and troubleshooting network connectivity issues.
• Maintain accurate records of support requests, repairs, and solutions provided
• Collaborate with other IT team members to resolve complex technical issues and contribute to ongoing projects.
• Follow up with employees to ensure issues have been resolved and SLA expectations are met
• Suggest improvements to systems and procedures as part of continuous efficiency gains

About You

• BSc/BA in IT, Computer Science, or relevant field
• Bilingual Proficiency - Fluent in both English and Spanish. Exceptional verbal and written communication skills in both languages.
• Proven experience as a Microsoft 365 Administrator or similar role.
• 3+ years of prior experience in an IT Help Desk, Desktop Support or similar technical role is required
• Strong customer service and communication skills essential for interacting with end-users
• Proficiency in troubleshooting hardware and software issues, knowledge of operating systems
• Proficiency in ServiceNow to log, track, and resolve support tickets. Familiarity with this system is essential for efficient incident management.
• Utilize ServiceNow for effective Asset Management, tracking and managing hardware, software, and other IT assets throughout their lifecycle
• Strong analytical and problem-solving abilities
• Ability to analyze and solve technical problems efficiently.
• Ability to work collaboratively with other IT professionals and departments.
• Create, modify, and disable user accounts. Manage user permissions and access rights based on organizational policies.
• Willingness to learn and adapt to new technologies and changes in the IT landscape
• Accuracy and attention to detail in performing technical tasks and documentation.
• Strong verbal and written communication skills, with a sense of urgency in customer support
• Customer service-oriented approach to execution on issue resolutions
• Team player with collaboration and creativity as attributes

About You

• BSc/BA in IT, Computer Science, or relevant field
• Bilingual Proficiency - Fluent in both English and Spanish. Exceptional verbal and written communication skills in both languages.
• Proven experience as a Microsoft 365 Administrator or similar role.
• 3+ years of prior experience in an IT Help Desk, Desktop Support or similar technical role is required
• Strong customer service and communication skills essential for interacting with end-users
• Proficiency in troubleshooting hardware and software issues, knowledge of operating systems
• Proficiency in ServiceNow to log, track, and resolve support tickets. Familiarity with this system is essential for efficient incident management.
• Utilize ServiceNow for effective Asset Management, tracking and managing hardware, software, and other IT assets throughout their lifecycle
• Strong analytical and problem-solving abilities
• Ability to analyze and solve technical problems efficiently.
• Ability to work collaboratively with other IT professionals and departments.
• Create, modify, and disable user accounts. Manage user permissions and access rights based on organizational policies.
• Willingness to learn and adapt to new technologies and changes in the IT landscape
• Accuracy and attention to detail in performing technical tasks and documentation.
• Strong verbal and written communication skills, with a sense of urgency in customer support
• Customer service-oriented approach to execution on issue resolutions
• Team player with collaboration and creativity as attributes