Description

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.

Preferred Skills

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

Key Skills

Education

Any Graduate