Responsibilities
• Field telephone calls, email communication and support tickets regarding computer hardware and software.
• Assist end users in resolving hardware and software issues.
• Ask questions to ensure the correct problem can be targeted.
• Diagnose problems and perform troubleshooting.
• Use knowledge, experience and internet research to determine viable solutions.
• Talk clients through diagnostic and problem-solving process.
• Document, track and monitor the problem using established procedures to facilitate a timely resolution.
• Follow up on outstanding tickets.
• Rely on established guidelines instructions and experience to perform daily job functions.
• If professional discretion dictates an escalation, provide senior support with all prior troubleshooting steps.
• Formulate and complete small projects as necessary.
• Provide guidance and support to Service Desk I staff.
• Effectively communicate with internal and external contacts at all levels.
• Reinforce image and professionalism of the team and the organization.
• Promptly enter time into timesheets, tickets, expense reports and all other required documents.
• Perform other duties as assigned or otherwise identified.
Qualifications and Requirements
• Demonstrate advanced proficiency in both Windows and Apple operating systems, ensuring seamless user support and system maintenance.
• Extensive knowledge of Microsoft desktop applications, providing efficient support and troubleshooting for users.
• Skilled in Microsoft Server technologies, including Active Directory, DNS, and Microsoft 365, enabling effective management of server environments.
• Capable of performing basic network troubleshooting and understanding network topologies to identify and resolve connectivity issues.
• Holds multiple certifications related to the organization’s software offerings, such as MCSA in Windows, Office, and Server, validating expertise in these areas.
• Strong understanding of various office equipment, including copiers, fax machines, and printers, facilitating efficient operation and maintenance.
• Clear and coherent in both written and verbal communication skills, ensuring effective interactions.
• Demonstrates strong communication skills through phone and email interactions, ensuring clarity and professionalism in all correspondences.
• Demonstrates exceptional internet research skills, effectively identifying viable solutions and credible sources to address technical issues.
• Maintains a professional, pleasant, and patient attitude when interacting with clients, contributing to positive service experiences.
• Possesses a strong commitment to outstanding client service, capable of working independently while meeting client needs effectively.
• Exhibits maturity in judgment and the ability to provide sound guidance to colleagues and clients.
• Adaptable to shifting priorities, capable of managing multiple tasks simultaneously with a keen attention to detail.
• Successfully shifts focus and priorities throughout the day, maintaining productivity in a dynamic work environment.
• Committed to regular attendance and punctuality, ensuring reliability in fulfilling job responsibilities.
• Effectively handles stress and pressure associated with job duties and industry demands, maintaining performance under challenging conditions.
