Vacancy expired!
- Provide end-to-end technical support for customers and the physical campus.
- Lead the identification, diagnosis, troubleshooting and resolution of issues and events including software, hardware, network, batch operations, unified Communications, security, platform, configuration management database, and website.
- Configure, deploy and troubleshoot software & hardware (desktops, laptops, thin clients, headsets, webcams & other peripherals) for new and existing employees.
- Provide IT Technical Support for physical campus activity including employee, building and conference room moves.
- Provide IT Technical Support via an ACD phone queue environment
- Create a positive customer experience providing clear verbal and written support and instruction.
- Accurately classify, prioritize, and document support activities and outcomes for all issues into the ticketing system.
- Successfully use knowledge base and process documentation to effectively support customers and resolve service alerts.
- Use automation tools such as PowerShell to drive efficient troubleshooting.
- 3+ year experience in Customer Service focused industries.
- 4+ years of experience working in an IT service desk role or IT Support Role
- Experience with ServiceNow
- Experience providing remote IT support Via Phone
- Experience providing onsite IT support in an enterprise environment.
- Technical documentation
- Event/meeting support with Audio Video systems(conference room systems)
- ITIL
- Experience troubleshooting Apple products
- Search, find and follow directions with attention to detail and little supervision.
- Windows OS and Microsoft Office proficiency
- Advanced customer service skills supporting end-users to resolve technology issues.
- Ability to execute automated scripts (such as PowerShell) as well as identify automation opportunities
- Advanced troubleshooting skillset including documentation of troubleshooting
- Ability to triage events and incidents for correlation and highest priority and impact
- Ability to effectively and professionally communicate, both orally and in writing.
- Exercises good judgement and make data driven decisions
Vacancy expired!