Key Responsibilities

Follow 'The VC3 Way' standards and processes to ensure consistent, predictable results for clients.
Provide end-user support via inbound phone, email, and webchat.
Triaging inbound service requests using an ITIL-based model to categorize and resolve issues.
Fulfilling IMAC (Installs, Moves, Adds, Changes) requests.
Troubleshooting issues related to Active Directory, Exchange, and Office 365.
Assisting with password resets, account unlocks, and email updates.
Creating user accounts, setting up workstations, and managing account terminations.
Running workstation reports and investigating security issues like spam, phishing, malware.
Setting up VPN/remote access, configuring printers, managing folder permissions, and troubleshooting network issues.
Recovering deleted emails, performing basic server troubleshooting, and maintaining hardware.
Supporting mobile devices and running diagnostic programs.
Managing server and network devices, following up with clients, and escalating issues when necessary.

Minimum Requirements

At least 1-year experience in technical support or customer service, or recent technical education.
Understanding of Windows OS (7, 8, 10, 11), Microsoft Office Suite, Office 365, and Windows Server versions (2008 R2 to 2022).
Knowledge of Active Directory, DHCP, DNS, and Terminal Services.

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