Vacancy expired!
Primary Purpose of the PositionProvides prompt and accurate support to Client users, employing a high degree of customer service and technical expertise. Uses various techniques for resolving problems; escalates trouble tickets as necessary to specialized staff for resolution. Develops support methods and attends training sessions on an ongoing basis to keep skills sharp. Participates in team projects that enhance the quality of service. Has constant interaction with customers; therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to resolve issues. Follows through on resolution with users. Adheres to established standards in resolving problems.
Critical Responsibilities1.Respond to customer requests for support via telephone, e-mail, or walkups2.Provide accurate and creative solutions to user problems in a timely manner3.Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction4.Break/fix support of IT equipment (laptops, desktops, printers, smartphones, VTC equipment)5.Properly run network and power cables6.Maintain IT device inventories as instructed by Help Desk Manager.7.Participate in ACD phone call rotation support8.Proficient in supporting VTC related meetings and equipment9.Assist in training end users Important Responsibilities1.Research and resolve issues in a timely manner in accordance with standards2.Participate in root cause analysis3.Escalate problems to appropriate teams based on established guidelines and procedures4.Participate in team projects that enhance the quality or efficiency of service5.Respond and resolve issues effectively and efficiently 6.Track unresolved calls7.Create How To knowledgebase articles 8.Troubleshoot remote connectivity issues for traveling users and remote offices9.Basic Systems Administration experience (Windows)Knowledge, Skills, and Abilities Relationship building (people) skills Excellent communication skills (both verbal and written) Excellent organizational skills, ability to take technical direction and ability to prioritize tasks Strong understanding of distributed systems architecture and general knowledge of multiple technical disciplines Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), remote network access, network file servers, applicable software and troubleshooting techniques Ability to understand and assist in solving network server problems or network infrastructure issues Demonstrable experience in the first level support of laptop and desktop computers. Demonstrated problem-solving skills Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients needs Must possess a motivated and team player work ethic Flexible work scheduleCore Competencies Windows 7, 10 Basic Mac support MS Office 365 Microsoft Outlook Citrix support Remote Access Client VPN Dell and Microsoft Desktops/Laptops Sharp Printers/copiers Smartphone support Good understanding of TCP/IP SCCM knowledge Active Directory knowledge Laptop/Desktop Imaging experienceVacancy expired!