Vacancy expired!
- Local Only
- It will be Remote at the outset, but will very soon (this summer) transition to On-site – this is a must requirement
- USC/Only
- Duration is given as 3+ months, but this group tends to run 6-12 months and then likes to convert somewhere around 9-12 months
- This Tier 2 role is responsible for support of clients, via telephone, email, chat, and any other supported technologies.
- Provide excellent customer service concerning all aspects of technology provided by the IT department.
- Use of IT Service Management tools to track and record customer contacts.
- Strong background in troubleshooting and customer service, as well as excellent communication skills are necessary.
- The individual will effectively multitask and manage priorities in a fast-paced setting.
- Outlook Support experience
- O365 experience
- Exchange Support experience
- Active Directory experience
- MFA (Multi-factor authentication) experience
- Mobile Device Support experience
- Use of IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
- Provide assistance with computer hardware and software, including printing, installation, office products, and electronic messaging.
- Conduct front line troubleshooting using documented procedures and available tools.
- Act as customer advocate/liaison with other support staff.
- Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
- Provide status to customers of assigned tickets.
- Install and configure Laptop & Mobile hardware and software in accordance with published policies/procedures.
- Perform asset management activities of tracking software licenses, desktop and mobile usage.
- Deployment and recovery of computer and peripheral equipment.
- Provide timely updates and status information to manager and end users.
- Installs, configures, and supports hardware, software and peripherals to end user workstations.
- Performs IT-related Move/Add/Change duties for all Foundation employees.
- Perform IT-related setup, support, and breakdown for large Foundation meetings, including audio/visual equipment.
- Keep abreast of emerging technologies and provide proactive options on how to effectively solve for common issues.
- Track our IT hardware assets and their respective configurations for potential reuse or retirement.
- Create and document routine IT processes and procedures.
- Balance the demands of daily and routine assignments with long-term projects.
- Develop strong relationships with internal customers, vendor, affiliates, and peers.'
Vacancy expired!