Job Description
Job Description
ComResource is looking for a Workplace Engineer.
We need someone to assist in providing Level 1 support via phone, chat, and deskside, ensuring high customer satisfaction and enabling scientific progress by minimizing downtime for end users.
Responsibilities:
- Provide L1 support by covering the phone queue during assigned shifts.
- Work on side projects or other tasks between calls.
- Write and maintain knowledge articles for the Service Desk.
- Respond to chat requests from end-users and resolve deskside support incidents.
- Resolve incidents at first contact when possible, triaging requests from phone, email, ticketing system, and walk-ups.
- Support device peripherals such as printers, monitors, and docking stations.
- Troubleshoot Windows OS errors and device driver issues.
- Utilize ITIL concepts in ticket handling and escalation.
- Participate in team efforts to automate intake and fulfillment processes using Ivanti Neurons and future AI technologies.
Essentials:
- Two years of enterprise IT support experience or a combination of certifications and schooling demonstrating a passion for technology.
- Experience resolving issues with device peripherals.
- Ability to review Windows OS error logs and troubleshoot device driver problems.
- Positive, customer-focused demeanor.
- Understanding of basic AI Bot Prompting and ability to research answers independently.
- Experience with PXE boot imaging is a plus.
Desired:
- Certifications or training in A+, Microsoft Teams, MacOS, SharePoint Online, CyberArk MDM, Ivanti Neurons, ITIL Foundations, AWS Workspaces, or Citrix VDI.
- Strong verbal and written communication skills.
- Experience in corporate IT environments.
- Ability to think logically, prioritize effectively, and contribute to process improvements and project work.
Req ID: AM19048671