Description

You will provide advanced technical support via phone, email, and tickets to resolve hardware, software, and networking issues.

Responsibilities

• Research and analyze non-routine technical problems to resolve or escalate them to the appropriate level.
• Provide consultation and advanced instruction to users regarding operating systems, telephony, unified communications, and identity management.
• Document all incident and service request details within an IT Service Management application using ITIL methodology.
• Translate complex technical issues into understandable terms for non-technical users.
• Establish proactive relationships with customers and provide technical education as needed.

Required Skills

• 2-4 years of related work experience in a call center or Service Desk environment.
• Advanced troubleshooting skills for Microsoft Windows 7 & 10, Microsoft Office suite, and O365.
• Experience supporting desktop hardware, software, network connectivity, network printing, and email.
• Proficiency with ITIL methodology for incident and service request management.
• Strong ability to follow complex technical procedures and organize detailed documentation.
• Excellent verbal and written communication skills, including proficient typing and grammar.
• Demonstrated ability to work independently on routine and complex tasks.
• Associate degree in computer information technology, networking technology, or a related curriculum.

Preferred Skills

• Experience using ServiceNow.
• HDI Support Center Analyst, ITILv3 Foundation, or A+ certifications.

Key Skills

Education

Any Graduate