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. Build confidence and system use with callers. 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:

Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)Knowledge of PC hardware and architecture and Desktop Operating System internalsITIL Certification/Knowledge in IT Service ManagementRequired knowledge/competencies in: Windows 11, MS Office, Web Browsers, TCP/IP Client Software, Acrobat Reader, Instant Messaging tools, Virtual Machine, Active Directory, Service Now, VPNFamiliarity with supporting iOS devices, Mac OSUnderstanding of network protocols for a LAN and WAN including remote connectivity.

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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