Vacancy expired!
The Senior Help Desk Technician is responsible for attaining maximum customer satisfaction and utilization in the resolution of advanced service requests. Performs technical resolutions of client service tickets via remote and occasional on-site support.
Serves as an escalation point for Help Desk I and Technical Dispatching resources; Performs advanced internal technical duties, such as Inventory management, equipment destruction & relocation, documentation and the creation of compliance policy documents; Serves as a resource on professional services and implementation projects. Strong client relations are a must.
Knowledge, Skills, and Abilities
1. Must be a cultural fit and adhere to our corporate values. Nice, Practical, Ethical, Excited about Tech and able to work in a team first setting
2. Driven by helping people solve technical problems
3. Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
4. Advanced computer and server operating system knowledge
5. Approaches each issue with a creative and analytical problem-solving attitude
6. Self-motivated with the ability to multi-task in a fast-moving environment while properly managing time
7. Service awareness of all organizations key IT services for which support is being provided
8. Understanding of support tools, techniques, and how technology is used to provide IT services
9. Attention to detail to ensure quick and accurate entry of service request details
10. Able to mentor junior team members and create documentation that sets team members up for success
Responsibilities
1. Has a varied and deep workstation and server skillset, quickly resolves technician escalations and able to document and easily share learnings
2. Supports multiple LOB Apps, applies cross learning from supporting multiple systems
3. Troubleshoots advanced Windows Desktop issues
4. Remediates Antivirus and Malware infections as needed including escalations and emergency support as needed
5. Ensures backup continuity and understands strategies including file level, block level and cloud storage
6. Knows windows & networking concepts like Files Permissions, User Profiles, Resource Shares, Folders & Network Printing in depth
7. Experience with Active Directory (AD) and Azure Active Directory (AzureAD), particularly regarding user creation and termination and security groups
8. Understands the entire Office 365 suite, concentrating on Exchange, Sharepoint, Microsoft Teams, OneDrive, Office Applications
9. Creates compliance documentation for new customers based on existing templates
10. Able to identity hardware failures and suggest, upgrade and replace customer premise equipment based on company standards
11. Supports basic Telephony & VoIP troubleshooting and Moves, Adds and Changes
12. Adept at identifying performance issues on servers and workstations
13. Familiarity with RMM Tools & Concepts with an ability to apply scripting and automation consistently across client environments
14. Troubleshoots client connectivity issues to wireless, wired and remote destinations
15. Provisions and troubleshoots new circuits and network outages
16. Quickly clones and deploy client workstations
17. Manages internal inventory and assignment
18. Performs technical administrative functions as necessary
Credentials and Experience
Previous Client Service or phone related skills; Demonstrated technical competency with ideal client holding a technical certification and a desire to move into a full-time help desk or field technician position. 2+ years of technical experience with a progressive advancement of solving of ticket systems Must have reliable transportation.
Vacancy expired!