IT Helpdesk Coordinator

Overview:

Enhancor is a customer service firm specializing in outsourced accounting, regulatory compliance, information technology, and financial services for real estate and property management companies based in the U.S. With an office in Pune, Enhancor provides 24/7, around-the-clock resources to its clients. The Enhancor team has experience interfacing with some of the largest property managers in the world, providing services to multi-family operators, including those with more than $7 billion in real estate assets.

Summary:

As an IT Coordinator, you will be responsible for delivering comprehensive technical support to team members across the company. Your role will involve troubleshooting and resolving issues related to software, hardware, and networking, ensuring that all support tickets are efficiently managed. You will also oversee the setup and maintenance of user workstations and peripherals and administer critical Microsoft 365 applications and services. Your expertise will be crucial in maintaining smooth operations and supporting a productive work environment.

Responsibilities:

·      Flexibility to work in US shift is essential.

·      Efficiently triage, log, and prioritize support tickets in accordance with established procedures.

·      Ensure all tickets are resolved in a timely manner, adhering to service level agreements (SLAs).

·      Communicate effectively with users to provide updates and solutions to their issues

·      Provide expert technical assistance to employees on a diverse range of software, hardware, and networking issues.

·      Troubleshoot and resolve problems with user devices, including desktops, laptops, printers, and other peripherals.

·      Deliver high-quality support via various channels such as phone, email, and chat.

·      Manage and administer Microsoft 365 applications and services, including Exchange Online, OneDrive for Business, Microsoft Teams, and other collaboration tools.

·      Support users with issues related to Microsoft 365 services, including account management, access permissions, and feature functionality.

·      Monitor and maintain the health of Microsoft 365 services to ensure optimal performance.

·      Provide support for common software applications used within the company, such as Outlook, Microsoft Teams, and Zoom.

·      Assist with software installation, configuration, and troubleshooting to ensure smooth operation and integration with other systems.

·      Set up, configure, and maintain user workstations, laptops, printers, and other network-connected devices.

·      Diagnose and resolve issues with printers, copiers, scanners, and other office equipment.

·      Ensure that all hardware and peripherals are functioning correctly and are up to date with the latest software and drivers.

·      Perform routine software updates and installations to maintain system performance and security.

·      Perform regular virus, spyware, and adware scans to ensure the security and integrity of company systems and data.

·      Implement and monitor security measures to protect against potential threats and vulnerabilities.

·      Utilize diagnostic techniques and remote tools to troubleshoot and resolve issues for users who are working off-site or in remote locations.

·      Provide clear instructions and guidance to users during remote troubleshooting sessions.

Qualifications: 

·      Bachelor's degree in information technology, Computer Science, or Related Field.

·      5-7 years' experience as Help Desk/Call Center/IT Technician.

·      Proven experience in an IT support role, with a strong understanding of software, hardware, and networking concepts.

·      Proficiency in managing and supporting Microsoft 365 applications and services.

·      Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.

·      Strong communication skills, with the ability to explain technical concepts to non-technical users.

·      Experience with remote troubleshooting tools and techniques.

·      Knowledge of virus, spyware, and adware protection and removal processes.

·      Ability to work independently and manage multiple priorities effectively.