Your Growth:We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, Prime offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.Responsibilities:Provide end user support to VC3 clients via inbound phone, email, & webchat.Triage inbound service requests from Prime clients and determine the appropriate course of action to resolve the issue.Using an ITIL founded triage model to identify to categorize inbound requests and incidents.Fulfilling client requested Installs, Moves, Adds, and Changes (IMAC)Work with and troubleshoot issues with Active Directory, Exchange and O365Assist users with password resets and account unlocksAssist users with updating email information (signatures, distribution lists, contact profile)Complete user account creations, workstation user profile setup and terminationsRun and pull workstation reports from our remote management toolInvestigation of spam/phishing emails, securing compromised email accounts, malware scan/removalTroubleshooting of applicationsVPN/Remote access set up and troubleshootingConfiguring/troubleshooting printers (including scan to folder, scan to email, driver issues)Changing folder structure and NTFS/share permissionsTroubleshooting offline file sync issuesTroubleshooting DNS issues for domain joined workstations (onsite and remote)Mapping network drivesMissing/deleted email recoveryBasic server troubleshooting and rebootsBacking up and wiping old unused workstationsTroubleshooting workstation performance issuesRepairing corrupted system filesUpdating Windows/Drivers/ApplicationsBest effort cell phone support (ie setup of email on mail app)Adjusting phone systems, call forwarding, updating extensions.Troubleshooting, best effort support on personal/home network and device issuesTroubleshooting issues on Windows and macOS.Troubleshooting hardware issues (monitors, keyboards, mice)Mobile Device ManagementRun diagnostic programs to resolve computer problems.Server & Network device management. (Connectivity issues & New user setup)Follow-up with clients to assure issue resolutionEscalate out of scope issues to the appropriate elevated teamAdditional Responsibilities:Maintain accurate and up to date documentation through the change management process.Documentation of new or previously undiscovered applications or processes.Create basic “How to” guides/instructions for end usersMaintain accurate and real time up to date timesheets.Maintain and manage your service tickets and overall service boardAttend monthly training & team meetings as required.Participate in the on-call rotation (1 week every 3-4 months)Additional duties as requiredEducation Requirements, Skills, and KnowledgeAt least 1-year practical experience in a technical support or customer service position or recent technical education experience in a post-secondary environment. * Demonstrable understanding of the following technologies:Windows 7, 8, 10, 11Microsoft Office Suite (2010 & Newer)Microsoft/Office 365 * Windows Server 2008 R2, 2012 R2, 2016, 2019, 2022Active DirectoryDHCPDNSTerminal Services