• Monitoring and resolving tickets from the support desk ticketing system.
• Reaching out to Team Members by phone, the ticketing system, MS Teams, or email.
• Answering inbound calls to the support desk.
• Helping Team Members with a wide range of I.T. issues.
• Remoting into computers to provide "hands on" assistance, while talking with them on the phone.
• Assisting Team Members with learning certain tasks, and offering recommendations on alternative ways to accomplish a task.
• Collaborate with internal IT Team Members and escalate tickets when needed.
• Use Active Directory and Azure Active Directory to retrieve information, assign permissions, reset passwords, etc.
• Install 3rd party software.
• Participate with Imaging, configuring, and shipping Windows 10 laptops.
• Update the inventory system in relationship to the equipment being processed.
• Inspect, test, troubleshoot and repair basic laptop hardware issues, such as: replacing batteries, drives, memory, and occasionally keyboards fans, and LCD panels.
• Work with hardware vendors over the phone to troubleshoot issues or arrange for warranty repairs.
• Receiving, processing, and shipping cell phones, computer accessories, printers, etc.
• Follow, update, and create KB articles.
• Learn and support new systems and applications.
• Research, evaluate, and test hardware, software products, and system solutions.
• Participate in I.T. Projects.

• Associates degree in relevant field preferred. Minimum requirement of high school diploma or general equivalency diploma.
• Minimum 3 years' of practical, hands-on IT helpdesk experience.
• Additional professional coursework in computer science or certification such as A+ preferred.
• Strong knowledge of Windows 10, Microsoft Office 365, including Outlook, Teams, and OneDrive.
• Familiarity with Active Directory and Azure.
• Ability to read, understand, and follow technical written processes, balanced with creative problem solving.
• Previous experience staging and deploying Windows 10 computers preferred but not required.
• Strong troubleshooting skills.
• Excels at teamwork and working with people to solve complex/advanced issues.
• Ability to multi-task, prioritize and work efficiently.
• Excellent verbal and written communication skills.
• Excellent customer service skills.

• InTune
• Automation
• Security
• Coding
• PowerShell

Cumming provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.