|
Job Description:
- Be the “First Responder” for all end-user service desk issues/requests
- Field incoming help requests from end users in a courteous manner. Requests may be received by Service Desk ticket, telephone, e-mail, messaging or in-person.
- Prioritize and schedule problems with assistance from other members of the IT team.
- Transfer/escalate problems (when required) to the appropriately experienced IT team member.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build relationships with the end-user community / Provide excellent customer service.
- Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software hardware & solutions used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop documentation and frequently asked questions lists for end users.
- On-call availability as needed / Coordinate on-call availability with team to ensure coverage
Professional Experience:
Strong working knowledge and experience in implementing and maintaining the following technologies:
- Knowledge of end-user computer hardware and software
- PCs (Windows 7/8/10) / MacOS (OSX10+)
- Printers/Printing
- Mobile phone set-up and support
- Application support experience
- Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Adobe Creative Suite
- Strong Videoconferencing Skills
- Strong knowledge and interest in technology products and trends
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills
Education:
Bachelor's degree from four-year college or university is preferred; at least one year of related experience and/or training; or equivalent combination of education and experience. Certifications would be a plus.
Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Technical Environment:
400 end-users across 4 company locations throughout the United States - Fairfield, CT (Corporate), Louisville, KY, Charleston, SC and Boise, ID. Environment includes office, manufacturing, and warehouse personnel. Deployed hyper converged clusters at each location with an external third-party data center acting as the primary. All sites are connected through a converged cloud SD-WAN and security solution.
- Networking - Cisco routers and switches / SD-WAN
- Security
- Server Hardware – Nutanix Hyper-converged clusters with Prism Central, HP
- Software - Acropolis, VMWare, Windows Server 2008,2016,2019
- IBM Series I Operations Management – preferred but not required
- Office 365/Azure, Backup and Recovery – Datto, HYCU, BC/DR planning and execution
|