Duties and Responsibilities • Coordinate and/or perform hands-on discoveries for mergers and acquisitions for Mac, PC, and mobile devices, including software, configuring hardware, backups, security, configuring systems and applications, etc. • Discover current SLA models and support expectations • Manage the processing of incoming support requests via both telephone and the support portal to ensure courteous, timely, and effective resolution of end-user issues. • Serve as the initial point of help desk contact for merger and acquisition support tasks to ensure efficient communication and resolution. • Ensure tickets and service requests are kept up to date, completed, and closed quickly and efficiently. • This role meets with business leaders multiple times a week to track progress and handle/coordinate working sessions. • Document processes, call flows, and KB transfer is to enhance the quality of service and prevent future complications while Payroc takes over. • Assess and recommend the need for any system reconfigurations (minor or significant) based on request trends. • Identify, recommend, develop, and implement end-user training programs (classes, help sheets, usage guides, FAQ, etc.) to increase staff computer literacy and self-sufficiency. • Track and analyze trends in support requests and generate statistical reports. • Identify and recommend ways to streamline the process and improve efficiency. • Handles O365 migrations from M&A joining Payroc • Handles azure AD migrations from M&A joining Payroc • Handles telephone migrations from M&A joining Payroc • Handles licensing migrations from M&A joining Payroc (Ie Microsoft, Adobe, and other misc apps). • Handles discovery of network resources, printer shared drives, and web internal CRM resources to account for. Qualifications • Ability to provide outstanding customer service. • 8-10 years in a role within a Help Desk organization. • 8-10 years of detail-oriented experience in a Corporate Help Desk environment. • Practical knowledge of remote assistance programs. • Hands-on experience using and/or troubleshooting Microsoft Windows /10, Mac OS 10, and Microsoft Office. • Strong understanding of network concepts in general • Basic understanding of network protocols TCP/IP/DNS, DHCP, and VLANs • Experience with conference room Audio/Visual systems • The schedule is full-time, however, off-hours or weekend work is sometimes required • Experience working with smartphones and tablets such as iPhones, Android, iPads, and Surface. • Experience working with assets in an inventory system • Atlasian, Jira/Confluence experience is a plus • Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership. • Strong attention to detail and creative problem-solving skills. • Demonstrated ability to coach and mentor others. Must have experience working with • Active Directory • Provisioning user accounts • Intune • Powershell • VMware • O365 migrations • Azure & AD migrations • Telephony migrations and concepts • License management • Microsoft, Adobe, and other misc apps • Imaging and setting up machines for new hires/break-fix