Job Purpose
This position will report to the Senior IT Operations Manager and directly support the needs of our customers, both internally and externally. This position requires an individual to be passionate about customer service and continuously providing feedback to eliminate the issues from occurring at all. In addition, this person needs to be extremely detailed oriented around desktop settings to ensure a smooth user experience.
Key Responsibilities
- Answers phone support line for IT Service Desk for initial first call resolution of incidents/requests with focus around desktop/OS/HW/mobile issues
- Will travel to facilities and assist with projects such as refreshing new PCs or replacing switches on a routine basis
- Works daily with a service desk solution involving ticketing/incident management software and resolving issues within set SLO/SLA timeframes
- Provides hands-on desktop support of all hardware/software located in office
- Provides desktop/application phone support for all users located in multiple states
- Leverages Microsoft Intune to deploy new applications to all users in phased manner reducing impact of issues to users
- Manage patching to all devices in the company
- Approaches customers with positive attitude regardless of issue on repeated issues with customer
- Able to document in detail a process from start to finish so that it could be transitioned to other team members and repeated successfully by others
- Diagnoses and resolves end-user network/local printer problems, PC hardware problems, e-mail, Internet, client VPN and other network connectivity problems
- Coordinates timely repair of IT equipment covered by 3rd party vendor maintenance agreements
- Performs minor desktop hardware repair for computer equipment and peripherals not covered by 3rd party vendor maintenance agreements
- Complies with change control process when implementing hardware/software changes
- Responsible for creating SOPs to continuously knowledge transfer with team with focus around application support issues
- Responsible for documenting all incidents/tickets daily and emailing customers updates daily.
- Responsible for updating Kanban/Agile board daily/real-time
- Ability to support very legacy, older applications until applications are refreshed
- Other duties as assigned
Qualifications and Experience
- To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Can create OS images and deploy with applications to 1000+ devices plus within hours of a critical patch release from a vendor.
- Hands-on experience with Windows 10 in an enterprise environment and supporting legacy and new applications
- Demonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handled
- Advanced troubleshooting skills of PC issues including Windows 10, Microsoft Office 365 (including Outlook, Teams, etc)
- Advanced troubleshooting of desktop/laptop network connectivity issues and applications
- Supported remote access/VPN access; Windows Virtual Desktop a Plus
- Fluent verbal and written English communication skills required; Spanish a plus
- Ability to communicate effectively, both verbally and written with staff/end users of all levels
- Exceptional interpersonal skills, customer service with a focus on listening and questioning skills. SMB networking devices (firewalls/switches/routers/wireless access point) experience a strong plus
- On-call availability required
