- Provide L2 technical support and assistance to internal end-users via phone, email, and remote desktop tools as required, with a focus on timely and professional resolution.
- Triage and troubleshoot hardware and software issues, collaborating closely with internal teams and external vendors.
- Configure, deploy, and own the InTune platform for CIBT.
- Provide guidance and mentorship to other End User Technicians, acting as a triaged resource on complex issues.
- Partner with organizational stakeholders to identify areas of improvement and implement solutions.
- Maintain accurate and up-to-date documentation of Helpdesk procedures, troubleshooting guides, KB articles, and technical specifications.
- Develop and deliver training programs to employees on technical topics.
- Proactively identify areas of opportunities for process and procedure enhancements for the Helpdesk team.
- At least 7 years of experience in a Helpdesk or Technical Support role with ownership of key tasks and systems.
- Exceptional customer service skills, including both verbal and written communication.
- Exceptional problem-solving skills with an appetite to take on new challenges and strong abilities in triage and incident management.
- Ability to work independently and manage multiple initiatives, displaying strong judgement in organization and prioritization.
- Strong knowledge of Windows and MacOS, as well as Microsoft Office Suite and other standard business applications.
- Expert knowledge of the InTune platform, experience in configuration, implementation, and management of InTune.
- Experience with Active Directory and Exchange Servers.
- Experience with Azure AD, Office 365, and SharePoint.
- Relevant industry certifications (CompTIA A+, Microsoft Azure Admin, ITIL Foundation) are a plus.
- Remote position, but candidate must be located near our headquarters in McLean, VA.
- Hybrid schedule, flexibility—expected to come into the office when required or on an as needed basis.
- Ability to travel to remote offices in the DC Metro Area.
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Senior End User Technologist - McLean, United States - CIBT
Description
About Us:CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,600 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 27 countries.
With thirty years of experience, CIBT is the primary service provider to 75% of Fortune 500 companies. CIBT offers a comprehensive suite of services under two primary brands: Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients.
We commit to delivering a superior service experience to our clients on each and every engagement.
Job Summary:
Under the direct guidance of the Director of Global Helpdesk Operations at CIBT, the Senior End User Technologist delivers technical support to our employees while also leading transformational projects for our Helpdesk team including the implementation of Microsoft InTune. The successful candidate will be a driven and ambitious individual who enjoys technical challenges and the opportunity to mentor their peers. In addition to addressing technical concerns, this role involves collaborative problem-solving with stakeholders to tailor solutions that meet organizational goals. The Senior End User Technologist will also proactively identify and implement best practices, contributing to the continuous enhancement of our technological ecosystem.
Key Responsibilities:
