Job Description / Responsibilities
Triages, prioritizes, and dispatches IT support tickets, collaborating closely with analysts and engineers to ensure timely and accurate resolution. Delivers high-quality first-contact support, achieving a 93% First Contact Resolution (FCR) rate through strong technical troubleshooting and customer-focused service. Utilizes AI-driven tools such as PiA to optimize workflows, improve response times, and enhance service efficiency. Performs Active Directory administration tasks, including user provisioning, access controls, and issue resolution. Supports endpoint management and user controls through Intune, ensuring secure and compliant device access. Provides PC support and remote troubleshooting using standard remote access tools. Diagnoses and resolves SIP configuration issues, ensuring reliable voice and communication services. Improves ticket triage effectiveness by refining SOPs and enhancing prioritization processes. Candidate Requirements
Hands‑on experience with remote support tools, PC support, Active Directory, Intune, and user access controls. Local to South Florida with the ability to work onsite as needed. Contract‑to‑hire position. U.S. Citizens or Green Card holders only. No third‑party submissions.
#J-18808-Ljbffr
Triages, prioritizes, and dispatches IT support tickets, collaborating closely with analysts and engineers to ensure timely and accurate resolution. Delivers high-quality first-contact support, achieving a 93% First Contact Resolution (FCR) rate through strong technical troubleshooting and customer-focused service. Utilizes AI-driven tools such as PiA to optimize workflows, improve response times, and enhance service efficiency. Performs Active Directory administration tasks, including user provisioning, access controls, and issue resolution. Supports endpoint management and user controls through Intune, ensuring secure and compliant device access. Provides PC support and remote troubleshooting using standard remote access tools. Diagnoses and resolves SIP configuration issues, ensuring reliable voice and communication services. Improves ticket triage effectiveness by refining SOPs and enhancing prioritization processes. Candidate Requirements
Hands‑on experience with remote support tools, PC support, Active Directory, Intune, and user access controls. Local to South Florida with the ability to work onsite as needed. Contract‑to‑hire position. U.S. Citizens or Green Card holders only. No third‑party submissions.
#J-18808-Ljbffr