Vacancy expired!
- Research, resolve, and respond to IT incidents and service requests following current service level agreement practices; as necessary, you will partner with second level support, colleagues, and other groups in IT to troubleshoot and resolve requests
- Document detailed incident and service request resolutions in the call tracking management tool to facilitate faster resolutions of future issues
- Coordinate end-user communication related to service disruptions at both individual and organizational levels
- Identify and recommend proactive solutions for repeat incidents and service requests
- Provide on-call support for emergencies outside of normal office hours remotely and/or on-site
- Monitor and take all Incident tracking tool ticket requests relevant to those tickets, which the support tech can work from beginning through a resolution to ensure the quality of service and customer satisfaction
- Handoff incidents to local co-workers for desktop requests
- Answer support calls and works diligently to achieve high first call resolution results
- Exhibit a helpful and positive attitude towards all customers and Teammates (both local and remote)
- High school diploma or GED required, Associates or Bachelor’s degree preferred
- 5+ years of IT experience supporting desktop computers and software in a medium to large organization
- Windows 10 and Office 365 Expertise required
- IT Administration skills a plus (Active Roles/Intune/Apple management)
- Skill in troubleshooting simple to medium hardware and software problems and requests
- Skill in managing multiple tasks along with the ability to work in a self-directed manner
- Skill in remote troubleshooting and resolution of issues
- Proficient in using Microsoft Teams
Vacancy expired!