Job Description

Description:

The candidate will support and troubleshoot end-user issues remotely or on-site as needed. The candidate must be a self-starter, capable of tracking multiple issues simultaneously, and providing quality customer service and follow through. Issues will range from simple to complex and each help desk team member will interface with multiple businesses, staff, and vendors to achieve quality results and customer satisfaction.


Responsibilities:

  • Prompt customer response, follow-up, and resolution of customer related issues initiated by phone, ticketing system or in person
  • Strong problem solving and troubleshooting skills, including ability to perform root cause analysis for preventing reoccurring issues
  • Escalate issues to internal teams or vendors when necessary
  • Authoring and maintenance of technical documentation
  • Capable of independently solving basic to intermediate problems associated with end-user workstations and associated peripherals, mobile devices and networked devices
  • Capable of working within a team to solve basic to advanced problems associated with end-user workstations and associated peripherals, mobile devices and networked devices
  • Strong verbal and written communication skills, including writing ability to update tickets with status and communicate daily/weekly status
  • Participate in a rotating on-call schedule which supports businesses after hours
  • Assists junior team members with unfamiliar systems or technology
  • Strong organizational skills and the ability to manage a diversified workload
  • Demonstrated ability to work effectively with all levels of operations and client services
  • Strong attention to detail
  • Personable and professional

Experience and Education Required:

  • Associates Degree Degree in IT or equivalent work experience
  • 1 year in any customer facing support role, preferably with an IT competency
  • Any relevant industry standard certifications are highly preferred. (CompTIA , Microsoft, AWS)

 

Skills Required:

  • Proficiency in MS Office applications – Office 365 a plus
  • Proficiency with the XP Platform, Windows 7 and above
  • Active Directory experience required. (GPOs, Access Control, User/Group Management)
  • Basic understanding of common networking protocols such as DHCP and DNS
  • Basic PC Hardware knowledge and troubleshooting experience is required.  (Memory, CPU, Disk, Power Supplies, etc.)
  • Experience with Atlassian Jira and/or Manage Engine Service Desk Plus or a similar ticketing system is preferred 
  • Working knowledge of NTFS and Unix file system permissions highly preferred
  • Windows Desktop troubleshooting, installation, management, and maintenance required. (Windows 10)
  • MAC OS X Desktop troubleshooting, installation, management, and maintenance highly preferred. (10.12 )
  • Windows Server Experience (2016 ) is a plus
  • Mobile device experience is preferred (iOS & Android)
  • Mitel VoiP experience is preferred
  • Familiar with ITIL standards and workflow preferred.

 

Working Conditions:

This position will be exposed to various working conditions. Must be able to sit and work at a desk and stand for long periods of time.  This position will be required to travel to various properties depending on needs. Work from home will be available on occasion.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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