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Description:
SUMMARY Working with general supervision, the Service Desk Support Technician II is responsible for addressing technical support incidents and requests from internal customers. This position interacts with the Service Desk Support Lead several times a week, perhaps daily, to receive guidance and feedback. Non-routine activities will require manager's advanced approval. ROLES AND RESPONSIBILITIES • Communicate directly with internal customers via phone, chat and email • Identify and diagnose issues and problems • Perform daily management, monitoring and administration of ticket queues • Monitor tickets from start to resolution • Execute access provisioning and deprovisioning processes • Collaborate with team members across our IT Department REQUIRED SKILLS AND EXPERIENCE • Excellent customer service skills • 2 years of relevant IT Support experience • ITSM tool experience for ticket tracking and knowledge management • Be willing to learn and career growth focused PREFERRED SKILLS AND EXPERIENCE • Experience in a call center or IT Help Desk • Experience in retail • Experience with executive support