Description

You provide elevated technical support for hardware, software, and networking systems via phone, email, and ticketing platforms.

Responsibilities

• Research and analyze non-routine technical problems to resolve or escalate them appropriately.
• Document detailed incident and service request information within an IT Service Management application.
• Provide advanced instruction and troubleshooting to users regarding operating systems, telephony, and identity management.
• Translate complex technical issues into understandable terms for non-technical users.
• Follow detailed technical procedures to resolve routine and complex tasks.

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, and network printing.
• Proficiency with Microsoft Windows 7 & 10, Microsoft Office suite, and O365.
• Experience supporting email, smartphones, and web-based applications.
• Working knowledge of ITIL methodology.
• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Associate degree in computer information technology, networking, or a related field.

Preferred Skills

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

Key Skills

Education

Any Graduate