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- This is a Monday through Friday position. Hours vary from 6:30a-5:00p (working eight-hour shift to cover core work hours).
- It is the manager’s preference to interview candidates in-person.
- Candidate will be required to report in-office for up to 1 or 2 weeks to receive the necessary equipment and training for this position. Once established this position will be WFH 3 days a week, with 2 days a week in-office.
- Candidate will be required to PAY FOR THEIR PARKING while working on-site. Candidates should be located within 30-45 minute commute for this position.
- Candidate will need to have access to a reliable internet connection in order to work remote.
- Candidate should have proficient keyboarding skills with little to no errors (no less than 40WPM).
- Under general supervision, act as first contact for any computer, application or system-related problems and be able to provide direct, telephone based and remote control/diagnostic support services to include software, hardware, and network connectivity support to internal users on standard PCs, laptops, various mobile devices, Windows desktop applications and technologies including MS Office365, Outlook, Edge, Adobe Reader, VPN connectivity, printers, and applications developed and/or hosted in-house.
- Support is provided in a process-oriented environment with Service Level Objectives and specific focus on exceeding customers’ expectations by delivering quality customer service.
- With minimal supervision, uses technical expertise and established guidelines to complete routine and assigned tasks accurately and in a timely manner.
- Guides the user through diagnostic and resolution procedures, using clear and concise directions.
- Resolves a variety of Service Desk ticket problems with good judgment, attention to detail, persistence, and in a timely manner.
- Documents, tracks, and monitors trouble tickets to resolution. Meets SLA requirements.
- Follows policies and procedures to ensure corporate data security.
- Executes and enforces user access guidelines and procedures.
- Demonstrates working knowledge of and troubleshoots configuration and connectivity to client/server and web-based enterprise applications and mobile-workforce applications.
- 2+ years of demonstrated work experience on a Service Desk.
- High School diploma required; Bachelor’s degree preferred.
- Prefer CompTIA A+ or Net + certifications.
- Education or training in ITIL, electronics, organizing, planning, decision-making and effective communication skills preferred.
- Candidate must be familiar with Incident Management software and processes, remote management tools, and has higher than average customer service skills.
- Experience with ServiceNow, Office 365, Citrix, and Mobile Device Operating Systems is preferred.
- In addition to normal office work conditions, candidate must have the ability to perform the physical activities of the job. Valid driver's license required.