Senior Customer Support -Desktop

Job Duties:

• Provide technical assistance and support for incoming queries and issues (i.e. phone calls, email, voicemail, walk-ins, and self-service tickets) related to computer systems, network, software, and hardware.
• Monitor and maintain queues (phone, ticket, email, and voicemail) in accordance with team and individual performance objectives (Service Level Agreements/SLAs) for customer response and resolution times.
• Respond to queries either in person or over the phone.
• Write/edit technical articles and training materials to assist with process improvements, maintain work instructions/job aids, and procedural updates.
• Train users utilizing approved technical articles/training materials approved for end-user education.
• Monitor daily performance of computer systems utilizing SolarWinds and other pre-approved performance monitoring tools.
• Respond to email messages from end users seeking help.
• Ask questions to determine nature of the problem (triage with end users). Walk end users through problem-solving processes: fully document problem steps taken within service ticket and produce related technical support documentation.
• Install, modify, and repair computer hardware and software.
• Run diagnostic program to resolve problems and interact with senior engineering staff for advance support issues
• Run reports to determine malfunctions that continue to occur.
• Participate in after-hours standby rotation as scheduled
• Respond to clent inquiries concerning a variety of software products, documenting every customer inquiry and service request.
• Provide Tier 2 resolution to incidents which impact system availability, functionality, or performance
• Interpret, evaluate, and resolve/troubleshoot, Tier 2 inquiries pertaining to the functional operation of installed applications, hardware and software products using remote desktop and monitoring tools.
• Assist subordinate Specialists and other technical support groups in resolving client calls, incidents, and service tickets as assigned within targeted service level objectives.
• Escalate/elevate complex and/or high priority incidents and service requests to the appropriate support groups for resolution.
• Maintain technical information databases (knowledge base) used by the Service Desk
• Manage specific individual projects as assigned.

• Experience supporting Windows 10/11 operating system, Microsoft Office Suite 2013 and 2016/365, Active Directory, Exchange, and Microsoft System Center Configuration Manager (SCCM)
• Experience with commercial off the shelf (COTS) ticketing systems ServiceNow