You will provide elevated technical support and consultation for hardware, software, and network-based systems.
Responsibilities
Research and analyze non-routine technical issues to resolve or escalate them to the appropriate level.
Provide advanced technical support via phone, email, and ticketing systems.
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 to provide necessary technical education.
Required Skills
2-4 years of experience in a call center or Service Desk environment.
2 years of experience using ServiceNow.
2 years of troubleshooting experience with desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
Advanced troubleshooting skills in Microsoft Windows 7 & 10, Microsoft Office suite, and O365.
Strong proficiency in ITIL methodology.
Excellent verbal and written communication skills, including proficient typing and grammar.
Ability to follow complex technical procedures and organize detailed workflows.
Associate degree in computer information technology, networking technology, or a related curriculum.