IT Helpdesk Support (GCC)

Who are we Fulcrum Digital is an agile and next-generation digital accelerating company providing digital transformation and technology services right from ideation to implementation. These services have applicability across a variety of industries, including banking & financial services, insurance, retail, higher education, food, healthcare, and manufacturing. IT Helpdesk Support (GCC) Job Description What you will do: · Act as the initial point of contact for all computer and system related concerns from users, answer queries via phone, email, or helpdesk tickets. · Maintain a high degree of customer service and adhere to all service management principles. · Take ownership of end user problems and be proactive in finding resolutions. · Assist in resolving hardware/software issues for end users. · Coordinate with vendors to resolve technical issues with desktops and software. · Train and guide staff on hardware and software usage if necessary. · Assist management in creating training materials pertaining to computer troubleshooting and usage. · Provide L1 level of support for end users. · Assist in technical upgrading and maintaining desktop systems. · Manage all equipment and perform periodic inventories as required. · Troubleshoot mobile devices, configure new devices. · Install and configure computer systems and applications within the company. · Ability to deploy images for laptops. · Coordinate application updates with Fulcrum I.T. staff. · Required to support in EST timezone. Requirements What you will bring: Computer Science Degree, 3-4 years of job experience, including helpdesk or ticketing system experience like Service Now, ServiceDesk, Jira etc. Microsoft and relevant technical certifications and education desirable. Strong working knowledge of Microsoft based operating systems, including troubleshooting Microsoft Office and Outlook within a network environment. Experience handling remote VPN access technology, two-factor authentication and troubleshooting. Experience working with networked and desktop printers, including installing, troubleshooting, and servicing. Extensive experience working with different operating systems including Windows and Mac OS Mobile devices including iPhone and Android messaging services and troubleshooting. Knowledgeable with desktop applications and client services on cloud, mobile, traditional desktop configurations, and desktop virtualization technologies, including Citrix and VMware. Ability to work independently with a keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Strong written, oral, and interpersonal communication skills. Ability to present ideas in business-friendly and user-friendly language. Highly self-motivated and directed. Team-oriented and the ability to effectively work with a collaborative environment.