Hybrid schedule: Monday thru Thursday in office.
Will work overtime every 8 weeks for on call requirement.
Summary:
- The main function of the Technical Help Desk is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
Responsibilities:
- The selected candidate will provide cross functional support for the Service Desk, Desktop Support, Client Architecture and Support services departments including assistance with knowledge and asset management, technical vendor management and continual service improvement.
- Assist with technology project plans and implementation of new technologies.
- Deep analysis of trends, in all areas of Consumer Services and deliver strategies to improve service delivery.
- Serve as a shared resource for all areas of Consumer Services filling in for support where demand is required.
- Ability to adapt to change and communicate effectively and professionally with customers and other IT support individuals is a must
- Assist in Consumer Services technology projects/implementation
- Deep process analysis of Incidents, Requests, IMACs (ServiceNow)Reporting on delivery of services for all areas of consumer services
- Assist with knowledge management efforts and produce CSI opportunitiesTechnical vendor management for 3rd party agreements
- Develop training plans and deliver training for new technology rolloutsEnd to end process evaluationActive participation in regular staff meetings as coordinated by Service Delivery Manager
- Deliver trending and tactical strategic initiatives to resolve common issuesAssist in Kiosk to resolve PC incidents/problems/IMACS and perform queue management on an as needed basis? Comply with support standard processes and procedures
- Comply with Consumer Services organization and IT security policies
Requirements
- 2-4 years experience requiredStrong customer service skills.
- Strong interpersonal and communication skills
- Strong analytical and problem solving skills
- Strong prioritization skills
- Ability to adapt to changing technologies/environments and support them
- Knowledge of following technologies
- MS Office 2003/2007/2013
- Business Intelligence
- Windows OS
- Active Directory
- Mobile Device management
- Citrix
- Remote Assistance/ Remote Desktop
- ServiceNow
- Dell/HP PCs
- Malware/Spyware troubleshooting tools
- The manager is seeking someone with 2 years helpdesk support experience or 1 year of desktop support experience. A High school diploma or GED is required. Demonstrates excellent organizational/interpersonal skills and safety as the utmost priority. Needs advanced knowledge of Microsoft Office Application and PC skills. Demonstrates excellent customer service skills. Have the ability to Answers inbound phone calls, email requests, and self-service requests. Must provide a high level of customer care when responding to requests for assistance. Takes ownership of issues through the resolution phase by providing timely feedback on progress to the end-user. Assists in maintaining the current IT Knowledge Management System by documenting solutions to issues. Performs multiple tasks while maintaining a high level of customer service.
Education/Experience:
- Associate's degree in computer related field or equivalent training required