Description

Job Description

Job Responsibilities
·       Provide end-to-end technical support for customers and the physical campus. 
·       Lead the identification, diagnosis, troubleshooting and resolution of issues and events including software, hardware, network, batch operations, unified Communications, security, platform, configuration management database, and website.
·       Configure, deploy and troubleshoot software & hardware (desktops, laptops, thin clients, headsets, webcams & other peripherals) for new and existing employees.
·       Provide IT Technical Support for physical campus activity including employee, building and conference room moves.
·       Provide IT Technical Support via an ACD phone queue environment 
·       Create a positive customer experience providing clear verbal and written support and instruction.
·       Accurately classify, prioritize, and document support activities and outcomes for all issues into the ticketing system.
·       Successfully use knowledge base and process documentation to effectively support customers and resolve service alerts.
·       Use automation tools such as PowerShell to drive efficient troubleshooting.
Minimum Qualifications
·       High School diploma
·       3+ year experience in Customer Service focused industries.
·       4+ years of experience working in an IT service desk role or IT Support Role
·       Experience with ServiceNow
·       Experience providing remote IT support Via Phone
·       Experience providing onsite IT support in an enterprise environment.

Preferred Qualifications
·       Technical documentation
·       Event/meeting support with Audio Video systems(conference room systems)
·       ITIL 
·       Experience troubleshooting Apple products

Knowledge, Skills and Abilities
·       Search, find and follow directions with attention to detail and little supervision.
·       Windows OS and Microsoft Office proficiency
·       Advanced customer service skills supporting end-users to resolve technology issues.
·       Ability to execute automated scripts (such as PowerShell) as well as identify automation opportunities
·       Advanced troubleshooting skillset including documentation of troubleshooting
·       Ability to triage events and incidents for correlation and highest priority and impact
·       Ability to effectively and professionally communicate, both orally and in writing.
·       Exercises good judgement and make data driven decisions

 

Key Skills
Education

Any Graduate

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