This position is responsible for providing technical assistance and support to clients with computer systems, hardware, mobile devices, or software issues. This position will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Create incident tickets and change request tickets within a ticket management tool, monitor ticket queues and escalation of tickets beyond Service Level Agreements (SLAs) Essential Job Functions:
Research and resolving the most difficult and complex problems that other help desk levels have been unable to resolve
Performs system administration functions within Microsoft Active Directory, and Cloud based systems
Test and deploy Group Policies
Serve as an escalation point of contact for our employees seeking technical assistance over the phone or email
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Document internal procedures
Provide accurate information on IT products or services
Record events and problems and their resolution within the ITSM tool.
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Ability to configure and troubleshoot networked printers
Perform remote support connection to help resolve issues
Manage and prioritize work activities with minimal supervision to meet continuous deadlines which
directly impact operations
Work with vendors to assist with vendor-based software & hardware support to completion
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
EDUCATION, TRAINING, AND WORK EXPERIENCE
Associate degree or equivalent business/industry training and experience required
Minimum of 5 years of experience in a technical support role required
System administration for user account creation, and security permissions for systems and applications.
A+ and Network + certifications preferred
Expert skills with Windows 7, 10, Microsoft Suite, and Outlook
3+ years administration with cloud apps to include Okta, BOX, RingCentral, Office 365
Associates Degree and or equivalent experience
ITIL v3 or higher training
Mac experience a plus
KNOWLEDGE, SKILLS AND ABILITIES
Strong verbal and written communication skills.
Some travel is required
Ability to multi-task and prioritize issues
Ability to work responsibly with or without direct supervision.
Ability to thrive in a fast-changing, collaborative environment where people are driven, enthusiastic, and not afraid to take risks.
Ability to communicate technical information to non-technical personnel
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
Excellent customer service skills.
Lift a minimum of 50 pounds
Work flexible hours to support business needs as they arise
