Vacancy expired!
- Schedules, trains, and provides guidance to Service Desk staff.
- Oversees the day-to-day activities of the Service Desk.
- Consistently meet published Service Desk KPI's (key performance indicators)
- Distributes and balances the Service Desk workload to assure timely resolution of issues and requests.
- Ensures sufficient Service Desk coverage for both incoming calls and the request/issue queue
- Serves as a first line escalation for Service Desk Technicians
- Ensures Service Desk staff is accurately reporting time and attendance.
- Performs troubleshooting, diagnoses, and problem resolution work alongside Service Desk staff
- Regularly add/update information to the internal knowledge base for internal and external use
- Serve in on-call rotation with other Service Desk staff on evenings, weekends, and holidays.
- Perform hands-on and remote support at the desktop level, including installing and upgrading software, installing hardware, configuring systems and applications, and performing preventative maintenance and troubleshooting.
- Determine the best solution to effectively resolve the issue the first time
- Follow-up with users as needed to drive issue to resolution
- Identify and suggest possible improvements on processes and procedures
- Related college degree with 1-2 years' experience, or 2-3 years' experience without a degree.
- Functional knowledge of Windows operating systems, Microsoft Office, Chrome and Edge web browsers, and Active Directory required.
- Basic knowledge of Linux, Mac OS, and iOS a plus.
- Knowledge of PC hardware, networked and stand-alone printers, basic networking, antivirus software, and other common PC applications.
- Basic knowledge of mobile device including iPhones, iPads, and Androids.
- Basic knowledge of IP networking
- Basic understanding of VMware vSphere and Horizon View
- Ability to diagnose and resolve basic software and hardware problems.
- Excellent verbal and written communications skills, including technical to non-tech translation.
- Ability to work independently and with minimal supervision.
- Ability to change focus on short notice as needed.
- Identify trends in support calls and notify management of increasing trends, unusual activity, or repeated activity.
- Ability to write Knowledge Base articles for internal and customer facing use.
- Other duties, as assigned.
- Office environment.
- Must be able to sit for long periods of time.
- Manual dexterity. Must be able to manipulate keyboard, phone, etc. as necessary to complete work.
- Must be able to see to read required documentation.
- Must be able to work additional hours as necessary to meet business needs.
Vacancy expired!