Description

Provide advanced technical support for hardware, software, and networking issues via phone, email, and tickets. Own the resolution or escalation of non-routine technical problems.

Responsibilities

• Resolve or escalate complex technical issues involving operating systems, telephony, unified communications, and identity management.
• Document all incidents and service requests within an IT Service Management application following ITIL methodology.
• Translate complex technical concepts into understandable terms for non-technical users.
• Establish proactive relationships with customers and provide technical education as needed.
• Follow complex technical procedures and organize detailed documentation for routine and advanced tasks.

Required Skills

• 2-4 years of 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