Desktop Support

Desktop Support – Tier 1

• What You'll Do:  


• Submit fully documented customer issues into a ticket management system 


• Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue 


• Dispatch an incident to the appropriate tier 2 support group when first call resolution is not possible 


• Understand and assist with all internal and external escalations 


• Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery 


• Troubleshoot and resolve software, hardware, and audio-visual issues for corporate environment 


• Provisioning user accounts across multiple systems including, but not limited to: Office 365, Active Directory, VOIP, Teams, etc. 


• Develop and maintain knowledge base 


• Other duties as assigned by the IT Manager 

Who You Are: 

• You possess problem solving and communications skills 


• You have an understanding of Windows and/or Mac Operating Systems 


• You demonstrate excellent communication skills – both written and verbal 


• You possess the ability to perform both onsite and remote support for end users 


• You are self-motivated with a desire to expand your knowledge base 


• You are a fast learner and highly adaptable, able to work in stressful situations under deadlines 


• You demonstrate a clear sense of integrity, work ethic and a sincere interest in building strong relationships based upon competency and trust 


• You are self-motivated, proactive attitude 

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.