Job Summary:

Provide first level end user support to LexisNexis business unit, globally, whether home-based, and campus-based internal employees or contractor staff. Responsible for using problem solving skills to troubleshoot and diagnose information technology platform components and/or services that are used by our end users. Ensure a high level of support by meeting or exceeding caller expectations. Interact with a variety of different support organizations. Make fast, accurate decisions on triage of issues, and either restore, resolve, or assign to appropriate level 2/3 team. Maintain clear lines of communication with several other support groups. Overall, facilitate the restoration of normal operations with minimal impact on the business, and within agreed service levels.

Accountabilities:

• Performs Active Directory and MS Exchange administration which include: user account resets and modifications, add accounts to appropriate security groups, modify quotas on Windows servers, create and modify distribution list, create and modify shared mailboxes, and modify SMTP addresses.

• Diagnose and solve issues with single and multi-user systems using maintenance tools and problem solving skills.

• Establish and adhere to service level response and resolution times for all systems.

• Coordinate between employees and 2nd/3rd level IT Support for issues not under the 1st Level scope of the Service Desk Team.

• Effectively communicate to management, team members, and various customer groups.

• Demonstrate a propensity to take ownership in learning new business and technical skills to develop processes or applications to enhance the group's ability to achieve its goals.

• Capable of performing individual contributor roles and where needed work in a team environment.

• All other duties as assigned

Technical Competencies:

• Knowledge of PC hardware and architecture and Desktop Operating System internals

• ITIL Certification/Knowledge in IT Service Management

• Required knowledge/competencies in: Windows 10, MS Office, Web Browsers, TCP/IP Client Software, Acrobat Reader, Instant Messaging tools, Mainframe, Active Directory, Service Now, VPN

• Familiarity with supporting iOS devices, Mac OS

• Understanding of network protocols for a LAN and WAN including remote connectivity.

Please refer to job description.