Vacancy expired!
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Respond to incoming customer requests via Help Desk Tickets, phone, email and/or chat sessions, and walk-up
- Engages, coordinates with other IT team members, and/or 3rd party vendors as necessary to troubleshoot/address more complex Level 2 issues related to:
- Devices/Peripherals: computing hardware (Dell/Mac), phones (desktop/mobile), operating system (Windows/Mac), and VDI (Citrix).
- Workplace Technology: executive support, meeting/training/board rooms, local network, wireless access, digital signage, printers, reception area, temperature scanners, and employee badging system.
- Messaging/Productivity software: MS Office 2013, MS 0365/Teams, Skype, and/or Zoom
- Monitors, and manages ticket queues, trends, and service level commitments daily, with a customer-centric and preventative care approach
- Active support and resolution of Password issues, user lockouts, etc. through to closure to achieve high level of first call (Interaction) closure without the need to create Incidents and assign to Level 2 technicians
- Workplace Technology Support – provide active support for all conference rooms and training rooms audio visual equipment, including setup for meetings and end user support as issues arise
- Assist with new user creation and troubleshooting of, and not limited to, Active Directory, Exchange, Yealink Phone System, and VDI workstations (Citrix).
- Desktop Backup; Desktop Security (malware/virus) Management and Monitoring
- Troubleshoot user issues with desktops, laptops, phones, and mobile equipment
- Provides project related support to the IT Technical Support Engineer for IT initiatives and/or process improvements.
- Meet or exceed department performance metrics such as calls per hour, call lengths and adherence to schedule,
- Maintain technical expertise and proficiency with all related and relevant software and computer
- Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer
- Maintain proactive awareness into, and report ticket and incident trends to root cause and address issues.
- Communicate professionally and effectively with customers for follow-up when required.
- Escalate issues and communicate appropriately with IT Department peers and management to ensure customer issues are addressed in a timely
- Maintain relevant skills and credits via internal support continuing training
- Follow established department processes and
- Perform other duties, including preventative desktop and workplace technology maintenance as
- Excellent communication (oral and written) skills.
- Experience providing Level 2 Help Desk and Executive support
- Strong aptitude in Windows OS repairs, spyware/virus removal, hardware upgrades and troubleshooting
- Experience with Windows 10
- Experience supporting Active Directory
- Experience with Office 365 Suite
- Basic network knowledge and experience
- Ability to manage multiple tasks and quickly resolve internal customer issues
- Ability to quickly triage and prioritize multiple issues based on severity and impact
- Strong customer service orientation
- Excellent verbal communication skills
- Consistent, positive attitude and respect for high quality standards
- Excellent computer skills for an end user Help Desk support role
- Ability to make quick, sound judgments when answering questions
- Proven multi-tasking skills, solid organizational skills
- Committed to being a team player and having a preventative and proactive mindset
- Committed to continuous improvement and automation
- Requires the ability to understand, recall and apply numerous guidelines and procedures
- Strong analytical and problem-solving abilities
Vacancy expired!