Vacancy expired!
- Provide first contact support for Tier 1 IT issues and requests; perform proper screening of calls and maintain clear documentation in Service Management tools; Administration, troubleshooting and resolution of Smart Phone issues; LAN Accounts; network connectivity issues; password and account management; provision account access for new employees; and perform special projects and initiatives as assigned
- First Contact Resolution utilizing remote assistance; monitor queues and phone status to ensure Service Level Objectives are maintained; create and maintain scripts, call trees, CRM templates and KB articles; review ticket reassignments and escalate to Tier 2 support teams as needed; handle Outage Escalation and Notification process; monitor automated event dashboards, investigate, and escalate to appropriate support teams to avoid service interruptions
- Create and modify scripts, knowledge articles, and troubleshooting trees for use by the Service Desk; maintain Service Desk IT Contact process
- 2 years of progressive experience as a Service Desk technician in a 24/7 organization
- Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels; ability to discuss and diagnose computer hardware/software problems with remote users utilizing remote access software; excellent customer service skills; effective telephone etiquettes; experience in Windows 10 environments; proficiency with Microsoft Office/O365; excellent troubleshooting and analytical skills; demonstrated knowledge and accomplishment in analyzing, diagnosing and recommending solutions for hardware and software problems; working knowledge of Microsoft applications, System Center Configuration Manager, Microsoft Active Directory (AD) as related to integration of desktop systems into AD, and all aspects of Windows security to include software releases/upgrades
- Preferred Certifications: A+, ITIL, HDI
Vacancy expired!