Overview
On-site support tier 1&2 levels technical issues for remote or in-person end users. Must have excellent problem-solving skills, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Experience with Microsoft O365 services and desktop supports. Customer-oriented experience and strong patience to deal with difficult customers and issues. This position requires the candidate to be onsite fulltime.
Responsibilities
- Responsible for problem intake through ServiceNow ticketing system, email, in person or other communication methods.
- Accept initial trouble reports; providing problem documentation and reporting services; diagnosing and resolving desktop, printer, mobile device, and LAN hardware and software problems.
- Maintain a high level of customer service by accepting and documenting complaints, managing customer follow ups and contacts, and providing proactive updates to customers.
- Documenting Standard Operating Procedures (SOP) related to support.
- Assist the customer through the problem-solving process and follow-up with resolution verifications.
- Responsible for initial trouble report of LAN connectivity problems before escalation to network team.
- Support Polycom Teams desk telephone.
- Support onsite HP/Poly telephone and conference rooms AV equipment.
- Must be able to participate in bi-monthly on-call help desk rotation. Responsibility includes: 1) delegation and assign tickets during work week and 2) monitor and support high priority requests after hours.
- Monitor site network equipment as needed.
- Other duties as assigned
Qualifications
- An associate’s degree in computer science or related field preferred.
- Minimum of 2 years’ experience with desktop support.
- Minimum of 1 year supporting Microsoft O365
- Minimum of 1-year experience administrating Windows 10
- Minimum of 2 years’ experience creating Active Directory accounts
- Must have at least one CompTIA A+, CompTIA Network+ or current Microsoft Certification
- Must have good communication and documentation skills.
- Strong customer service and team skills proven customer interaction and customer support experience.
- Excellent customer service skills with the ability to multi-task.
- Must have the ability to rely on experience to correct technical problems.
- Identifies and resolves problems in a timely manner.
- Gathers and analyzes information skillfully and develops alternative solutions.
- Ability to work well in group problem solving situations.
- Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers and the public.
Estimated Salary/Wage
USD $20.20/Hr. Up to USD $36.00/Hr.
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