Description

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

Responsibilities

• Research and analyze non-routine technical problems to determine resolution or escalation paths.
• Document detailed incident information and service requests within an IT Service Management application.
• Resolve complex issues involving desktop hardware, software, connectivity, and web-based applications.
• Translate technical concepts into understandable terms for non-technical users.
• Maintain proactive customer relationships by providing user education and troubleshooting guidance.

Required Skills

• 2-4 years of experience in a Service Desk or call center environment.
• 2 years of experience using ServiceNow.
• 2 years of experience troubleshooting desktop hardware/software, network connectivity, network printing, email, and smartphones.
• Proficiency with Microsoft Windows 7 & 10, Microsoft Office suite, and O365.
• Working knowledge of ITIL methodology.
• Strong technical troubleshooting and problem-solving skills.
• Effective verbal and written communication skills, including proficient typing and grammar.
• Associate degree in Computer Information Technology, Networking, or a related curriculum.

Preferred Skills

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

Key Skills

Education

Any Graduate