POSITION RESPONSIBILITIES
- Performs basic hardware and software troubleshooting, diagnostics, and remote assistance.
- Clearly and thoroughly document requests for assistance in our ticket management system.
Quickly respond to in person requests, notifications, and emails.
Manage incident flow and lifecycle of assigned incidents in ticketing system.
- Provide support to investigate data anomalies to determine possible root causes.
- Maintain a working knowledge of the content of the system user and training documentation.
- Ensure adherence to SLA and service deliverable on individual basis.
- Continuously document processes and procedures for overall deskside functions.
- Keep peers and leadership informed of incident trends and significant problems.
- Identify, research, and resolve technical problems.
- Ensure compliance with applicable statutes, regulations, and information technology policies.
- Triage and escalate problems to other support teams when necessary.
- Collaborate with other teams to identify, plan, and execute solutions.
- Serve as liaison between IT department and business units when necessary.
Improve usage and increase productivity of IT support resources.
- Makes suggestions for improvements throughout the service lifecycle processes.
- Manage and execute necessary objectives and tasks as assigned.
- Assist with IT projects and initiatives as assigned.
- Meets or exceeds operational standards set by their DSS Lead and Manager.
POSITION REQUIREMENTS
- 4-5+ years of service desk and/or deskside experience.
- Strong problem solving, critical thinking, and customer service skills.
- Provide excellent verbal and written communications skills.
Work in a fast-paced environment, able to adapt to frequent changes.
- Basic technical knowledge of network and PC hardware, including hands-on troubleshooting.
- Excellent interpersonal and communication skills; ability to interact effectively with others.
- Maintain a high level of responsiveness, communication, and professionalism.
Ability to multi-task and adapt to changes quickly
- Ability to establish and maintain a professional relationship internal and external contacts.
Experience with Windows Operating Systems
Experience with Active Directory, Azure and associated tools.
- Experience with cloud-based software solutions.
- Experience with Desktop Remote Control tools (Bomgar, LogmeIn, etc.)
- Knowledge and experience with ticketing systems (Service Now, Salesforce, and Remedy).
- Understanding of support tools, techniques, and how technology is used to provide support.
- Ability to report on-site to your assigned location and travel between various buildings in your area.
