Description

Provide elevated technical support and advanced instruction for hardware, software, and network systems in a 24/7/365 service desk environment.

Responsibilities

• Research and analyze non-routine technical problems to resolve or escalate them to the appropriate tier.
• 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.
• Educate customers on technology use to promote proactive relationship management.

Required Skills

• 2+ years of experience in a Service Desk role supporting voice and telephony environments.
• 2+ years of experience with ServiceNow or Nice CX One technology.
• 2+ years of advanced troubleshooting experience with Microsoft Windows 10 and Microsoft Office suite.
• Proficiency with O365, desktop hardware/software, and network connectivity.
• Subject matter experience in one or more areas: voice, desktop, mainframe, or M365.
• Strong understanding of call center environments and Service Desk workflows.
• Ability to follow complex technical procedures and utilize existing documentation to resolve routine problems.
• Excellent verbal and written communication skills, including proficient typing and grammar.

Preferred Skills

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

Key Skills

Education

Any Graduate