Job Description:Pay Range: $18hr - $23hr
- Provide a high level of customer service.
- Provide phone and deskside support to end users across the site.
- Utilize the SNOW ticket tracking system to categorize, prioritize, and escalate issues as necessary.
- Take ownership of requests through resolution or escalation.
- Analyze hardware and software problems, perform troubleshooting per approved procedures, identify alternative solutions, and take appropriate corrective action.
- Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation.
- Maintain excellent ticket hygiene (SLA management of tickets and tasks) in the ticketing tool.
- Ensure that work is carried out within agreed Service Levels (SLA's).
- Client onboarding, transfers, and off-boarding efforts.
- Maintain a high level of accuracy of AMDB.
- Availability during weekends and after hours as per rotational roster.
- Finish Projects (asset refresh etc) in a timely manner.
- Work on IMACDs and off-hours move requests.
- Work with the team lead to make the team lead successful and be a great team player.
- Help users facing issues with Mobile Devices.
- Show urgency in helping C C-suite users and provide exceptional service.
Qualifications:
- A+ certification and CCNA required.
- 2+ years of experience in Microsoft Windows and network troubleshooting, web-based application support, and familiarity with the entire Microsoft end-user suite of products.
- Strong interpersonal skills and thoughtful and effective communicator.
- Excellent analytical and problem-solving skills.
- Excellent time management and organization skills.
- Strong written and oral communication skills.
- Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary.
- Working knowledge/experience with PC Imaging Tools.
- Working knowledge/experience with diagnosis and remote control tools.
- Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.