**DESCRIPTION** Provides technical assistance to customers regarding various hardware and software applications. Manage the troubleshooting and diagnosing different technical issues, assessing, and understanding user needs and recommending technical fixes to customers. Create, update, and resolve incidents or requests via the ITSM. **RESPONSIBILITIES** + Resolves internal user problems and ensure correct operation of all computers. Manage hardware upgrades and software releases and communication or training for the end users. + Manage all Service Requests and categorize, prioritize, document, and gather as much information from the end user or customer to resolve incidents and requests. Ensure as requests are completed, they include all successful and unsuccessful decisions made, and actions taken, through to final resolution. Collaborate with other IT resources to provide solutions to requests. + Manage and monitor, troubleshoot and fix any daily or periodic operational system processes and escalate as required. Provide remote support to end users by identifying issues in a timely manner. + Configuration of domain laptops as well as company owned mobile devices. This also includes troubleshooting of network printers and assisting the system engineers. + Assisting managers in developing and supporting IT projects. Creates process flow documents, standard operating procedures to assist with training, quality assurance, policy adherence, and process improvement across the organization. + Aids in the creation of technical training materials. Includes assisting with the creation, management, and updating of KB (Knowledge Base) materials utilized by IT support staff. + Escalate problems (when required) to the appropriate technician or Manager. Evaluate documented resolutions, analyze trends, and implement preventative measures. + Other duties as assigned. **QUALIFICATIONS** Minimum Education and Work Experience + Bachelor’s degree or equivalent work experience in industry name required. + 3 years’ experience within a Microsoft Windows Environment. + Experience with Mac OS. + Proven experienced in providing professional and courteous customer service. + Proven ability to perform general application administration (Gsuite (Google Workspace), Mobi, M365). + Experience developing procedures to create standards for supporting business users and groups. + Experience developing, establish, and promote IT best practices around security and compliance as well as conduct regular training. + Nice to have experience within Azure AD and Intune. Knowledge, Skills, and Abilities + Support and troubleshoot appropriate software and hardware used by the organization. Imaging and configuration of enterprise hardware. + Software- Windows OS, MAC OS, Android/iOS and 3 rd /internal software. + Hardware – Dell/HP, Apple MacBooks, mobile tablets/phones, printers. + Cloud Tools: Microsoft 365, Exchange, Configuration Manager (reporting), DFA, MDM. + Working experience of ITSM Tools. + Good problem-solving and critical-thinking skills with the ability to solution while working in a team as well as independently. + Excellent verbal and written technical documentation and communication skills. + Ability to work in a fast-paced environment while serving as liaison to department heads, managers, associates, principals and customers. + Ability to understand and exchange technical information clearly and concisely. + Ability to respond to end users and resolve issues in a timely manner. Physical Requirements + Seeing + Ability to Travel + Listening **ABOUT US** Premium brings brands to life, engaging and exciting shoppers in-store and online for retailers like Walmart, Best Buy, Walgreens and dozens more in all retail channels. When you work with Premium, you’re gaining a strategic partner focused on crafting tailored retail solutions designed to win. Our people and technologies extend your reach to deliver the best customer experience while driving sales. Acosta and its subsidiaries, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting. Acosta may ultimately pay more or less than the posted range depending on candidate qualifications and locations. This range may be modified in the future. Acosta, and its subsidiaries, is an Equal Opportunity Employer **Job Category:** Administration **Position Type:** Full time **Business Unit:** Marketing **Salary Range:** $70,000.00 - $71,000.00 **Company:** Premium Retail Services (Canada), Inc. **Req ID:** 3865