Job Description

Responsibilities
SUPPORT (100%)


Be logged into the Help Desk hunt group and answer inbound support calls.
Take ownership of end user incidents and see problems through to resolution.
Research, diagnose, troubleshoot and identify solutions to resolve system issues.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Monitor incident queue and process incidents in a timely manner adhering to defined ticket SLA\xe2\x80\x99s.
Provide accurate detailed work notes on incidents to ensure other team members are aware of where work is left off, and a status update can be provided on your behalf at any time.
Follow-up with users to ensure incident has been resolved and all is satisfactory.
Update incident ticket status, resolution and close details.
Escalate unresolved and priority high incidents to Sr. Technicians.
Perform remote troubleshooting for computers and mobile devices through diagnostic techniques and pertinent questions.
Install and configure computer hardware operating systems and applications, and perform routine maintenance.
Understand and be understood by non-IT employees.
Read, understand, and follow technical procedures and processes.
Work as part of a team of technicians and independently.\xef\x82\xb7Perform other duties as requested/assigned.


Requirements

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  Associate or Bachelor\xe2\x80\x99s Degree in Computer Science in related field.
  
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  3+ years\xe2\x80\x99 experience as a Computer Technician or IT environment (discipline).
  
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  Strong customer service, communications, and active listener.
  
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  Strong understanding of Microsoft operating systems and office products.
  
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  Basic understanding of TCP/IP, Networking, VPN and Wi-Fi technologies.
  
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  PC imaging, and support audio/video conferencing equipment.
  
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  Attention to detail and think logically.
  
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  Understand urgency and importance of being responsive to incidents and escalations.
  
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  Ability to prioritize workload and manage time effectively.
  
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  Experience in using Ivanti or a similar ticketing system.
  
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  Work scheduled shifts, and have the ability to work varied hours, days, nights, weekends, and overtime as dictated by business needs or department heads.
  
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  Maintain regular and predictable attendance.
  
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  Requires on-call availability in rotating 24x7x365 schedule.
  
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  May require flexibility to travel to other local offices when deemed necessary.