Description

Provide technical support and incident management within a collaborative service desk environment.

Responsibilities

• Monitor telephone systems and manage incoming user calls.
• Log incidents and service requests, attempting first-contact resolution in accordance with SLAs.
• Escalate complex issues to level 2 or level 3 support following established procedures.
• Track escalated incidents through to resolution and ensure timely closure.
• Remotely connect to user computers to troubleshoot and resolve technical issues.

Required Skills

• 5+ years of experience in service desk support.
• Proficiency with Microsoft Windows.
• Experience working within ITIL frameworks.
• Strong understanding of network and wireless support.
• Ability to maintain high customer service standards.
• Must have a clean criminal record and ability to pass a fingerprint background check.
• Must be authorized to work in the United States.

Preferred Skills

• HDICSR certification or similar.
• A+ Certification.
• Microsoft Windows certification.

Key Skills

Education

Any Graduate