Description

You will provide elevated technical support and consultation for hardware, software, and network systems via phone, email, and ticketing systems.

Responsibilities

• Research and analyze non-routine technical issues to resolve or escalate them to the appropriate level.
• Document all incident and service request details within an IT Service Management application using ITIL methodology.
• Provide advanced instruction and troubleshooting for users across diverse populations.
• Translate complex technical issues into understandable terms for non-technical users.
• Maintain proactive customer relationships by providing user education and following detailed technical procedures.

Required Skills

• 2-4 years of experience in a call center or Service Desk environment.
• 2 years of experience using ServiceNow.
• 2 years of experience troubleshooting desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
• Proficiency in Microsoft Windows 7 & 10, Microsoft Office suite, and O365.
• Strong understanding of ITIL methodology and technology principles.
• Advanced troubleshooting and problem-solving capabilities.
• Excellent verbal and written communication skills, including proficient typing and grammar.
• Ability to work weekends and holidays as needed.

Preferred Skills

• HDI Support Center Analyst certification.
• ITILv3 Foundation certification.
• CompTIA A+ certification.

Key Skills

Education

Any Graduate