Recruiter :
April Gluth
SUMMARY
Provides troubleshooting, technical assistance, and support for incoming requests from customers and end users regarding software, computer hardware, systems, mobile devices, printers, and other devices. The work is done using a ticketing system to track and document requests and ensure SLA adherence.
DUTIES
Organized, process-oriented, problem solver, listen to understand, time/self-management, prioritization, others/customer-focused, team player, articulate (oral & written communication), diplomatic, patient, professional, polite.
Provides troubleshooting, technical assistance, and support for incoming requests from customers and end users regarding software, computer hardware, systems, mobile devices, printers, and other devices. The work is done using a ticketing system to track and document requests and ensure SLA adherence.
DUTIES
- Troubleshoots and resolves typical internal/external serviced applications, software, hardware, etc.
- Provisions network access and password resets in all applications administered by IT Services.
- Gathers pertinent details and assigns/escalates tickets to the appropriate level of support.
- Processes network access setup for new employees/non-employees.
- Performs software installation on computers and provides technical assistance for software upgrades.
- Provides front-line support for mobile devices, laptops, computers, printers, etc.
- Navigates and utilizes helpdesk processes & procedures.
- Utilizes intra-departmental resources to achieve competent and proficient skill levels with standard IT systems and IT industry practices.
- Execute 1st attempt to solve the Service Calls.
- Accept & register Service Calls.
- Classify Service Calls according to the specified options.
- Tracks the progress of an owned Service Call during the entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: responsible for the solution being created but not necessarily for the solution itself).
- Escalate to the appropriate management level when thresholds are violated.
- Communication (internally / externally) about Service Calls, e.g., communicating the status of the Service Call directly with the customer or broadcasting to a larger audience as defined per SLA.
- Manage the service request process, ensuring adherence to SLA.
- User account creation for Active Directory, Exchange Mailboxes, and Distribution lists.
- High School Diploma or GED, Associate’s, Bachelor’s Degree, or Technical Certification in a related field preferred.
- Thorough knowledge of troubleshooting remote access issues.
- Technical helpdesk or technical call center experience.
- Hands-on work experience with some or all of the following: Windows, Windows Server, Active Directory, O365, MS Project, MS Visio, Explorer, Chrome, Firefox, VPN, and remote dial-in users.
- ITSM ticketing tools such as Remedy, Client Service Center, Connectwise, etc.
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows.
Organized, process-oriented, problem solver, listen to understand, time/self-management, prioritization, others/customer-focused, team player, articulate (oral & written communication), diplomatic, patient, professional, polite.
