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- Performs basic networking maintenance functions such as user creation and assignment of rights and permissions
- Creates, monitors, tracks, schedules, updates and closes District work orders within the ticketing system in a timely manner
- Answers and resolves help desk calls from local and remote users and offices
- Follows through to ensure problems are resolved and customers are updated
- Develops in-depth product knowledge in order to resolve customer questions and issues and contributes to the Knowledge Base
- Participates in client conference calls to obtain necessary data for resolution
- Communicates with customers at all levels of technical and non-technical skills sets
- Follows all SOPs and maintains SLAs
- Escalates support issues as needed
- Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency
- Acts as a liaison between customers, technical escalation teams and outside business partners, communicating technical information in layman’s terms
- Resolves incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
- Escalates more involved issues to the appropriate Tier 2 and Tier 3 support teams, and outside business partners for expedient resolution
- Ability to manage and prioritize incidents, requests, and tasks
- Solid analytical and problem-solving skills
- Ability to respond promptly to assigned tasks, support requests and incidents, phone calls, and emails
- Provide on-site, phone, and remote support as required
- Excellent communication, interpersonal, organizational, and presentation skills both written and verbal
- Able to work independently and as a team
- Self-motivated, detail-oriented, organized, innovative, efficient, multi-tasking, and vigilant
- Customer focused
- Experience responding to customer problems and requests on the phone and face-to-face with a high degree of professionalism
- Ability to multitask and handle multiple tasks, projects, and clients simultaneously
- Ability to respond to urgent requests and deadlines