Help Desk Support

MAJOR RESPONSIBILITIES:

60% Learn and support Information Technology operations: Respond to escalated issues via tickets, chat, email, or phone. Provide technical assistance for questions and problems beyond Help Desk Support Level 1 resources. Resolve problems with networks, phones, and other computer systems. Diagnose system errors and other issues. Complete hardware requests. Follow up with customers to ensure full resolution of issues

20% Learn and support Information Technology infrastructure: Provide support within network and systems administration. Train other employees on troubleshooting and diagnosing problems. Request feedback and/or monitor calls and other methods of correspondence to improve training methods

10% Research and deliver strategic business projects: Resolve and document solutions to tickets beyond knowledge of Help Desk Support Level 1 support

10% Support Information Technology processes: Perform queue management to achieve service level agreements (“SLAs”) in a timely manner and provide quality assurance standards for work performed and where applicable, train employees and/or members

Performs other duties as required

MANAGEMENT AND COLLABORATION:

• Manage call volume
• Collaborate with company employees to ensure issues are resolved and ensure satisfaction
• Collaborate with senior leadership in company initiatives

QUALIFICATIONS:

• Windows servers, Active Directory, VMware, Citrix, Microsoft Exchange/Office 365, Azure experience is a plus
• Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise, Automate, ITGlue)
• Knowledge of backup applications (Veeam, Barracuda, E-Vault, etc.)
• Knowledge of Android OS and Devices a plus
• Knowledge of Security and Networking
• Experience with email and spam filtering services (Mimecast, Barracuda, McAfee SaaS, etc.)
• Familiarity with DNS, DHCP, and TCP/IP

KEY COMPETENCIES:

• Strong customer service skills
• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
• Strong learning agility
• Positive teamwork and collaboration skills
• Efficient in planning, organizing and time management
• Proficient research and analysis skills
• Takes initiative and remains adaptable
• Strong documentation skills
• Demonstrate technical proficiency

WORKING CONDITIONS:

• Office environment with potential hybrid or remote work schedule
• Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading
• Sitting stationary for long periods of time
• Keyboarding: entering text and/or data into a computer
• Requires working with computer systems
• May require light lifting <50 lbs.