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- Provide initial technical support at the Service Desk for inquiries received via Phone , email or other electronic communications
- Effectively assess the nature of problems, working with various levels of customers within the company.
- Resolve first line issues, transfer complex issues to appropriate third level support.
- Monitor and document production systems status and any error messages, notify appropriate technical resource in a timely manner.
- Document Service Desk calls, technical resolutions, and IT processes / procedures in the designated ITSM Tool
- Utilize appropriate steps within the Incident / Problem Management process.
- Complete required documentation for IT processes/procedures in a timely manner.
- Document and reviews processes and procedures for the Service Desk
- Communicate with co-workers, team members, management, clients, and others in a courteous and professional manner.
- Provides mentoring and knowledge sharing with Level I agents
- Conform with and abide by all regulations, policies, work procedures and instructions.
- Demonstrate reliable and predictable attendance.
- Provides backup support for the Deskside Support Services team when needed
- Other duties assigned to ensure overall departmental efficiency
- 2+ years’ experience in IT customer support environment
- Degree in Information Technology, or equivalent work experience
- A+, Microsoft, ITIL or other applicable certificates are a plus.
- Basic support knowledge of:
- Microsoft Windows 10
- Microsoft 365
- ITIL v3 or v4
- Demonstrated understanding of how the IT Service Desk works as part of IT Operations, supporting the overall business
- Customer Service focused
- Strong Analytical and critical thinking capabilities
- Attention to detail, deadline oriented
- Ability to balance priorities and be an effective multitasker
- Proactive, Self-Motivated, Team Player
- Ability to communicate IT Technical terminology to non-technical team members
- Any offer of employment will be contingent on the successful completion of a full background check and drug screen
- Local Atlanta based candidates only
- Onsite 5 days per week
- Must be authorized to work in the US for any employer without requiring sponsorship now or in the future
- ID: #43584680
- State: Georgia Alpharetta 30009 Alpharetta USA
- City: Alpharetta
- Salary: $20 - $28
- Job type: Contract
- Showed: 2022-06-24
- Deadline: 2022-08-16
- Category: Systems/networking