PURPOSE OF JOB
Provides first line of contact technical support to all customers. Ensures a positive customer experience by providing prompt, efficient, and innovative solutions to technology related incidents and requests.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Solves complex incidents and business problems over the phone and/or drives efforts to resolution by working with vendors and other support teams as needed.
Documents solution and reviews others documentation for clarity and accuracy. Educates others so that common incidents and questions can be resolved independently in the future.
Strives to automate processes and create efficiencies and improvements in the request, incident and problem management processes.
Establishes successful working relationships with cross-functional staff as well as third party vendors and participates on complex cross-functional projects.
Participates in brainstorming sessions with other associates to determine best solutions.
QUALIFICATIONS AND REQUIREMENTS
Associates Degree in Computer Science or related field or combination of work experience and certifications in qualified fields (e.g. Help Desk and/or other technical background).
One to three years related experience in Information Technology field in a medium to large environment. Experience should include end user support in an ITIL based support organization.
Experience in supporting current Microsoft Windows Operating Systems including installation, configuration, and training.
Experience with configuration, deployment, and maintenance of desktop and laptop hardware from leading manufacturers, as well as printers, multifunction devices, scanners and monitors.
Strong troubleshooting capabilities with common software packages such as Microsoft Office, web browsers, and other desktop software.
Familiarity with user creation, maintenance, group policy, and security using Microsoft Active Directory.
Understanding and use of software packaging and distribution.
Experience with various desktop support software solutions such as anti-virus/spyware, inventory, and monitoring systems.
Demonstrated proficiency in computer operations, problem solving, and troubleshooting
Demonstrated attention to detail and regard for quality.
Demonstrated ability to work well in a team environment.
On-call 24x7 to respond to emergency calls regarding desktop support and to perform off-hours tasks. May be required to work weekends as part of rotating on-call schedule.
Driver’s license and personal vehicle.
Monday through Friday 8-5