Vacancy expired!
- This position is 90% phone support
- Exceptional customer service skills
- Associates degree with a technology specialty. Relevant experience may be substituted in place of education
- Intermediate knowledge of Microsoft products (Office Suite, Office 365, Windows OS', etc.)
- Understanding of TCP/IP logic, network layering, and connectivity challenges
- Must be able to adapt to an ever-changing technological environment
- Possess intermediate task management skills
- Ability to work effectively and efficiently in a team environment
- Excellent communication skills (verbal and written)
- Must be a creative and critical thinker
- Ability to prioritize and work through end-users issues, providing continuous feedback related to resolution
- Must be friendly and able to smile a lot while working days, nights, and/or weekends as required
- Willingness to work a flexible schedule
- Willingness to work other duties as assigned
- Handle incoming issues and requests to the Service Desk (help desk) via ticketing system, email, phone, and in person
- Triages incoming support calls by asking proper questions to the end user, gathering enough detail to understand the priority of the issue and the impact to their organization
- Troubleshooting basic Service Desk needs for our stores, distribution centers, and corporate offices
- Record, respond to, and resolve all Service Desk inquiries in the ticketing system
- Provide end users with timely updates regarding their issues and requests
- Follow and document process flows for areas of responsibility
- Provide end user support and training for access to company systems, networks, cell phone, Microsoft applications, voicemail, and hardware (computers, printers, paging systems, IP phones, etc.)
- Provide maintenance to company IT assets (i.e. printers, PC’s, routers, etc.) through the issuance of trouble tickets to vendors, directing the end user through repairs, or personally completing the repair
- Add, move, and change IT assets in the IT asset inventory database
- Assist in management of servers and shared drives
- Assist with new store setup and retrofits as required (including wiring, PC configuration, network and phone configuration, etc.)
- Complete configuration and setup of laptops, PC’s, cell phones, voice mail, and IP phones. Includes restoration of PC’s impacted by virus and spyware intrusion
- Identifying and resolving issues with Office 365
- Works various shifts, holidays, on-call and travel as required
- Have worked with the following systems and applications:
- Office 365
- Microsoft SCCM
- VMWare vSphere
- Cisco
- ServiceNow
- Okta
- Workday
- Kronos
Vacancy expired!