Description

You will provide elevated technical support and consultation for hardware, software, networking, and unified communications systems.

Responsibilities

• Research and analyze non-routine technical problems to resolve or escalate them.
• Provide advanced technical support via phone, email, and ticketing systems.
• Document all incident and service request details within an IT Service Management application.
• Translate complex technical issues into understandable terms for non-technical users.
• Follow detailed technical procedures to resolve routine and complex tasks independently.

Required Skills

• 3+ years of experience in a call center or Service Desk environment.
• 3+ years of experience using ServiceNow.
• 3+ years of advanced troubleshooting in Microsoft Windows 7 & 10, Microsoft Office suite, and O365.
• 3+ years of experience troubleshooting desktop hardware/software, network connectivity, network printing, email, and smartphones.
• Proficiency in ITIL methodology.
• Strong technical documentation and communication skills.
• Ability to work weekends and holidays as needed.
• Associate degree in computer information technology, networking, or a related curriculum, or an equivalent combination of education and experience.

Preferred Skills

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

Key Skills

Education

Any Graduate