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Job Description

Job Description:

 

• Functional knowledge of Microsoft Active Directory and Windows
• Competency in MS Office Suite.
• Strong documentation skills and attention to detail. Customer-focused; demonstrating empathy with others, good listening, and questioning skills.
• Ability to work well with others and contribute to team values and rapport-building across the organization.
• Effective prioritization skills and the ability to execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• The ability to work flexible schedules, including weekday, weekend, day shift, night shift, and potentially overnight shifts is required.
• CompTIA A+ preferred
• ITIL Certification/Preferred
• Previous experience providing technical support
• Experience with enterprise ticketing systems/Desktop support/printer support/service desk.

WHAT YOU WILL DO

• Acts as a single point of contact for all phone and email queries from internal customers.
• Troubleshoots basic software and hardware issues via phone and resolves upon first contact, when possible.
• Fully documents all cases in the service desk tool and escalates to appropriate resolver groups.
• Monitors the progress of requests for support and ensures that customers and other interested parties are kept informed.
• Escalates unresolved tickets to the appropriate resolver groups.
• Performs basic support functions such as password resets, unlocking accounts and AD group changes.
• Provides "how to" assistance on all internally supported devices, applications and systems.
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follows up on incidents when appropriate.
• Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues.
• Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Builds relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
• An advocate for the customers to ensure he or she receives high-quality and timely service and support from the entire IT organization.

Team Converse

KeySkills

Desktop support,ITIL,Microsoft Active Directory,MS Office Suite,service desk,Technical Support,ticketing,Windows