Vacancy expired!
- Accurate case/incident management and tracking through ticketing platform, ensuring all incidents received are properly recorded, categorized, and prioritized.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.
- Positive phone demeanor and proven ability to interact effectively with customers and colleagues
- Work collaboratively with peers to provide quick response, diagnosis, and first level resolution of user issues
- Delivers consistent, reliable service. Ensure employees' needs are being met for every request/incident that is processed
- Support virtual workstations for employees with VMware Horizon Client
- Support laptops and desktop for employees with Microsoft Windows 10 operating system, Microsoft Exchange, Active Directory, and Microsoft 365
- Trains and orients employees on the use of hardware and software
- Coordinating with vendors to resolve technical problems with software and hardware
- Assistance with administration and enforcement of security policies
- Participate in the on-call rotation
- Must be available for a 7am - 4pm MT shift
- Troubleshooting skills and ability to explain technical concepts simply
- Knowledge of mobile devices such as iPhones and Android
- Ability to quickly learn new technologies and new products
- Ability to multitask and work under time pressure while performing a variety of detailed tasks
- Proficient computer skills in Microsoft Windows OS's, Office 365 Apps (Outlook, Excel, etc.)
- Familiarity with ITIL practices
- Process driven with high attention to detail and excellent follow through skills
- Associate Degree or technical school, or equivalent combination of education and/or experience.
- Microsoft and CompTIA certifications
- Experience working in a Help Desk, Technical Support, Service Desk role