Vacancy expired!
- 2+ years of help desk / service desk experience
- A+, Microsoft, or HDI certifications
- Demonstrated troubleshooting abilities for hardware / software issues on both Windows 10 and Mac OSX systems
- Powershell scripting experience
- Good customer service, communication, and people skill
- Troubleshooting skills for windows/Mac based platforms, smart phones, and A/V equipment
- Receives requests and issue escalations through the IT ticketing system, via email, Slack, or phone for assistance on complex computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves, or refers to appropriate technical staff as appropriate, trains Tier 1 techs in resolving problems and creates knowledge articles for internal and customer self-service use.
- Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves /relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops /desktops; manage hardware and software asset lists
- Ensures quality customer service to staff; designs processes to improve the support experience and levels of self-service, ensures proper and accurate feedback on technical problems; and coordinates communication between user and other IT staff / groups.
- Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs; identifies trends and looks for efficiencies that can be built into processes and self-service offerings.
- Ensures conformance with established IT and company policies and procedures; drives improvements in workflow, procedures, and processes; and provides on-call escalation support for advanced issues.
Vacancy expired!