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.
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 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
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
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