Vacancy expired!
- Responsible for First Level technical support via e-mail, phone, and in person
- Respond to phone and e-mail inquiries that are placed to the Support Center; and directly interact with end user customers to resolve local and network related issues.
- Troubleshoot and diagnose hardware, software and connectivity issues for end users.
- Report all hardware, software, network, copier, and telephone problems.
- Maintain detailed documentation of each service call in an online ticket system; log calls into a central database and escalate when appropriate.
- Work with other IT groups to rollout hardware and software upgrades; implement new equipment and services; assist with new product testing and special projects.
- Analyze and resolve moderately complex PC hardware, software, system access, network, and other technical issues.
- Perform end user operation/procedure training and/or documentation.
- Follow up with end users to ensure problems are resolved successfully and satisfactorily.
- Track status of all ongoing issues and escalate to management as appropriate.
- Document and update written knowledge base policies and procedures.
- Participate in development and implementation of standard Help Desk processes and procedures.
- Be able to manage a heavy caseload and respond to user requests in a timely fashion.
- Work a flexible schedule; provide off hours support on an on-call basis.
- Provide timely, efficient, and friendly service to all end users; display effective customer relation skills to enhance satisfaction.
- Perform other duties as assigned.
- 1 – 2 years Help Desk phone support experience required.
- 1 – 2 years’ experience in the support of networks and related systems required.
- Working knowledge of Windows 10 Professional with Internet Explorer 11 or higher.
- Experience with remote support through Citrix, VPN, and Wireless methods on Laptops is required.
- Associate’s degree or equivalent technical school; or 2+ years related call center experience and/or training.
- 1 – 2 years Help Desk phone support experience required.
- 1 – 2 years’ experience in the support of networks and related systems required.
- STI or HDI Help Desk Analyst Certification preferred.
Vacancy expired!