Description

You will provide advanced technical support and consultation for hardware, software, and network systems via phone, email, chat, and ticketing systems.

Responsibilities

• Research, analyze, and troubleshoot routine and non-routine technical issues.
• Document problem details and resolutions within an IT Service Management application using ITIL methodology.
• Resolve or escalate incidents and service requests to the appropriate level.
• Translate complex technical issues into understandable terms for non-technical users.
• Provide proactive customer education and support to a diverse user population.

Required Skills

• 2-4 years of experience in a Service Desk or call center environment.
• Advanced troubleshooting skills in Microsoft Windows, Office suite, and O365.
• Experience managing desktop hardware/software, voice and network connectivity, and network printing.
• Proficiency in troubleshooting email, smartphones, and web-based applications.
• Working knowledge of ITIL methodology.
• Strong verbal and written communication skills, including proficient typing and grammar.
• Ability to follow complex technical procedures and utilize existing documentation to resolve problems.
• Associate degree in Computer Information Technology, Networking, or a related field, or an equivalent combination of education and experience.

Preferred Skills

• Experience using ServiceNow.
• HDI Support Center Analyst, ITILv3 Foundation, or A+ certifications.

Key Skills

Education

Any Graduate