This is what you'll do:
-Respond to and resolve Level 1 and Level 2 IT support tickets for all employees (onsite and remote) - Technology and Applications
-Take remote control of the end user device and troubleshoot IT/Desktop issues
-Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users
-Initial troubleshooting of the network issues - Port testing, Bandwidth monitoring, Shared drive issues, etc.
-Incident and Service request Management - Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
-Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
-Provide the first line of defense for end-user computing support within IT
-Help develop IT tools and processes to promote efficient and effective end user support practices
-Documentation of IT knowledge base for internal IT use, or broader employee reference as appropriate
-Set up new user accounts and workstations
-Teach new employees basics around relevant IT systems
-Support office technology - such as printers, video conference units, and digital whiteboards
-Collaborate with remote IT team members to build and maintain positive, productive team relationships
-Develop positive relationships with the business and other functions involved in downstream technical processes
-Look to improve all aspects of the It Service Desk functions continually
This is what you'll need:
-At least 3-5 years of relevant (IT Service/Help Desk) work experience required
-High School education required - Bachelor's degree and IT Certifications preferred
-Strong written and verbal communication skills are a must
-Provide professional and empathetic technical support to our end users while managing service request queue
-Help keep our end users productive by documenting, monitoring, and resolving issues quickly.
-Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
-Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives
-Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
-Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Sr Managers, and C-Level Execs
-Tech Savvy - Ability and passion for learning new technology and tools
-Passion for Customer Support - A drive to help end users get what they need to do their jobs the best they can. A sense of satisfaction from helping end users get what they need in a timely manner
-Prioritization Skills - The ability to analyze support requests and prioritize them based on impact
-Discipline - The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
-A Teacher - Able to teach end users about IT technologies or solutions to their issues in an easy-to-understand way
-Self-Starter - The ability to actively look for effective tasks such as Knowledgebase updates to complete in times of low tickets
-Ability to articulate technical solutions to non-technical users in simple and easy to understand terms
Job Sumary:
This is what you'll do:-Res...
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