Rom Technologies - Brookfield, CT
posted 4 months ago
ROMTech is seeking a skilled Service Desk Technician to join our dynamic Information Technology team based at our headquarters in Brookfield, CT. The Service Desk Technician will be responsible for providing ongoing support and administration of our Office 365 environment. This position will also be responsible for managing the escalation of Level 1 and Level 2 support issues. This is a full-time position, reporting directly to the Service Delivery Manager. In this role, you will diagnose and resolve complex hardware, software, and network issues escalated from Level 1 and Level 2 support. You will administer and provide ongoing support for the Office 365 environment, including Teams/Zoom integrations, Exchange, OneDrive, shared services, Azure Active Directory, Intune, Configuration Manager, and Autopilot. Additionally, you will manage Identity and Access management and support ROMTech's AIM solution for single sign-on, multi-factor authentication, and policy configurations management. Regular maintenance tasks, including system updates, backups, and patch management, will be part of your responsibilities to ensure optimal performance and security. You will provide expert-level support for enterprise applications, operating systems, and network infrastructure, while managing and prioritizing high-priority incidents and problems to ensure timely resolution and communication with stakeholders. Documentation is key in this role; you will create and maintain comprehensive documentation for troubleshooting processes, system configurations, and known issues. You will also assist in training and mentoring Level 1 and Level 2 technicians to improve overall team capabilities and participate in IT projects such as system upgrades, migrations, and deployments, providing technical expertise and support. Delivering exceptional customer service and maintaining positive relationships with end-users will be essential to ensure their technical needs are met efficiently.