Responsibilities:

·        Provides a polite and friendly customer service experience

·        Provides first contact and incident resolution to customers with varying hardware, software, and application problems

·        Responds to various technical issues within the corporate IT Ticketing System

·        Prioritizes and escalates incidents, based on the complexity, to more senior level help desk team. members as they occur

·        Thoroughly documents all work and time spent on all issues within the corporate IT Ticketing System

·        Monitors tickets until successfully resolved within Service Level Agreement

·        Articulates discussions professionally with non-technical staff to ensure clear understanding of issue, impact, and resolutions

·        Effectively collaborates with IT Team while communicating clearly and concisely to expedite technical response and resolution for the organization

·        Triage and gather all necessary information for escalation to Help Desk supervisor when needed for the streamlined resolution of tickets

·        Participate in an active 24/7 on-call rotation

·        Maintains staff onboarding and off boarding including account and equipment provisioning and deprovisioning

·        Ensures that all IT supported assets are properly documented in the Asset Management Systems

·        Maintains IT best practices for enhanced information security across all systems

·        Provides end-users guidance, when necessary, on security risk factors to raise user awareness

·        Contributes to a centralized technical knowledgebase

·        Contributes to an IT end-user self-service knowledgebase

·        Responds to requests from Endpoint, Server, and Network Administration staff to triage and remediate incidents as needed

·        Develops user support materials and training documentation

Education, License, and Job Requirements:

·        Associates degree in related field or 2 years experience in lieu of a degree

·        A+ certification and MCSE certification

·        ITIL foundations certification preferred

·        CCNA or Network+ training a plus

Skills and Experience:

·        2+ years in an IT Help Desk Services position

·        Proven ability to deliver a positive user experience in a multi-location corporate setting

·        Minimum of 2 years working with Microsoft windows technology

·        Demonstrated experience in troubleshooting Microsoft Windows desktop problems

·        Experience with Active Directory user management

·        Experience with Desktop management tools including remote services

·        Excellent written and verbal communication skills and an ability to document and describe problems in a clear and concise manner to technical and non-technical audiences