Job Description

Provide first level contact via phone, email, or web chat and convey resolution to client issues related to computer systems, software and hardware. Properly escalate unresolved queries to next level support. Track, route, and redirect problems to correct resources. Write and perform training sessions for computer users. Maintain daily performance of computer systems. Ability to troubleshoot by asking the correct questions to determine nature of problem. Walk client through problem-solving process. Ability to work with customers face to face Install, modify, and repair computer hardware and software. Run diagnostic programs and general cleanup maintenance to resolve problems. With guidance, general resolution of technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Preserve and grow knowledge of help desk procedures, products and services by building and maintaining a Knowledge Base that can be used for both Help Desk and client self-help. Install computer peripherals for users. Follow up with clients, provide feedback and see problems through to resolution. Gain feedback from clients about computer usage. Ability to identify and put solutions in place to reduce repeat problems. Asset Management Administration Support flexibility for on-call rotation OTHER SKILLS AND ABILITIE Microsoft Intune experience is a plus Ability to work in a team environment Proven working experience in providing help desk support and desktop support Working knowledge of help desk software, databases and remote control Strong client-facing communication skills (verbal, written, presentation) Write clearly and effectively Can multi-task Client service orientation Pays attention to detail and accuracy Shows good judgment Ability to step outside normal role to fix issues that may not directly be related to IT Organizational Skills EDUCATION AND EXPERIENCE Bachelor s degree or a minimum of 3 years of Client Support / Application Admin experience Effective team member in a high performing team One who seeks out solutions Professional certifications are a plus.

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