Help Desk Analyst

M365 experience:
• Understanding of Outlook – user signature, shared mailboxes, offline files, reviewing old profiles
• Microsoft MFA troubleshooting
• Proficient in creating new Outlook Desktop Profiles
• Proficient in Mobile Device (Android/IOS) Outlook Setup
• Familiarity with m365 admin console
• Familiarity with m365 AAD environment and with Active Directory in general
• Familiarity with Sharepoint/Onedrive (user level) sync and connection
• Troubleshoot mailbox issues for users
• Provide detailed troubleshooting information for m365 related issues that need escalation

Cisco Cloud Calling (Jabber/Webex Cloud) Software:
• Webex and Jabber Software Install and Setup
• Headset setup
• Voicemail pin reset
• Troubleshoot Webex/Jabber related issues for users
• Provide detailed troubleshooting information for Cloud Calling related issues that need escalation

End User Compute (Laptop) Deployment:
• Strong understanding of Microsoft Windows OS and MS Office Products
• Familiarity with MS Intune
• Some experience with joining endpoints to MS AAD/Intune
• Familiarity with Zscaler and SSL VPN (i.e. Cisco AnyConnect)
• Familiarity with Apple desktop operating systems
• Familiarity with User Acceptance Testing (UAT) – work with user to test functionality of new endpoints. This includes business applications and printing and scanning
• Internet Browser familiarity – export/import favorites
• Have ability to assist user with out of the box setup of hardware (laptops, docks, headset, peripherals)
• Install additional software on endpoints
• Install proper printer/scanner drivers
• Troubleshoot all endpoint related issues
• Provide detailed troubleshooting information for EUC related issues that need escalation