Vacancy expired!
- Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing BOTH level 1 phone support and level 2 desktop support solving technical problems that arise within our user community.
- This position requires experience with Windows 10, Microsoft O365, TCP/IP, VPN, and other desktop support utilities.
- Expectations include, but not limited to, meeting first call resolution, abandoned rate, average talk time and other key performance metric (KPI) goals and objectives.
- This position requires a unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a sometimes stressful environment.
- IT Service Desk Tech will address the full spectrum of support issues presented to them with little frequency of escalation.
- Logs all incoming customer calls, and measures taken to troubleshoot and resolve, into the IT incident management system with clear, concise language.
- Analyzes and resolves incidents and service requests from end-users in addition to all escalated issues in accordance with IT service level agreements.
- Troubleshoots the root cause of problems, not merely the symptoms, taking necessary actions to prevent problems from recurring.
- Assists users with, but not limited to, application issues, hardware problems, requests for hardware/software, mobile device/connectivity issues, passwords, LAN/WAN, new user accounts, access requests.
- Communicates directly with all levels of corporate and field based end-users, internal IT escalation partners and external 3rd party support vendors.
- As required, conducts personal appointments with users to resolve their support issues.
- Informs the user community of global problems or scheduled downtime using standard communication procedures and templates.
- Advises both field and internal IT technical services of current trends and issues that may impact their services to end-users.
- Works collaboratively with other support staff to foster a TEAM environment
- Promotes teamwork by mentoring other technicians, providing training, sharing information and providing constructive feedback.
- Contributes to the creation of new knowledge-base (KB) articles or the modification of existing articles to ensure IT resource tools are up to date.
- Participates in after-hours on-call coverage and departmental staff meetings.
- Excellent communicator, both written and verbal.
- Exceptional soft skills that convey a sense of trust, competency, control and ownership with all customers.
- Proficient use of MS Office products.
- Active Directory administration.
- PC hardware and peripherals troubleshooting.
- CompTIA A+ certification or equivalent.
- Minimum 1 years of relevant IT Service Desk and desktop support work experience.
- Experience tracking the lifecycle of service requests using an incident management system.
- Experience and competency with facilitating end-user support over the telephone in a mid to large sized corporate environment.
- Experience supporting remote users with remote desktop utilities.
- Proven experience in problem analysis, training and documentation.
- Knowledge and experience with the construction materials industry is an asset.
Vacancy expired!