Job description
- Provide level one customer and technical support, including how-to questions, to customers through inbound phone and email requests;
- Independently identify, troubleshoot, document, and replicate simple to complex customer problems and then resolve or escalate complex problems according to escalation procedures;
- Retain ownership of all cases throughout the resolution process which may require follow-up with customers and involvement with other IT groups. Analyze each support situation, gather and document the appropriate information in the Service desk incident tracking system, prior to escalation if needed.
- Report enhancement requests and defects received from customers regarding hardware, application or documentation and communicate to appropriate IT personnel;
- Provide input to escalation departments, through proper escalation procedures;
- Test/Control New Phone Deployments: Device setup including network connectivity, assign user to phone extension, add user to device pool, LDAP setup verification and deploying to end user.
- Arrange associate moves as they relate to the relocation of computer equipment.
- Manage the receiving and deployment of all hardware and software.
- Maintain liaison with all divisions within organization to keep abreast of their needs and concerns. Communicate with Service Desk management any known issues and concerns.
- Maintain up-to-date documentation on procedural operations as they relate to Service desk and IT operations.
- Participate in the continuous improvement of Service Desk processes, communications and relationships with both customers and the rest of IT.
- Advanced skills include the maintenance and management of PC imaging solution for all varieties of PC Hardware along with the corporate desktop environment utilizing tools such as SCCM and Anti-virus.
- Understand and manage corporate desktop environment makeup taking a proactive role in deploying upgrades and replacements per the company policies.
- Perform other job duties as assigned by IT Supervisor.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED PERFORMING ESSENTIAL FUNCTIONS:
- An MCP certification desired, MCSE and A+ Certification preferred or 3-5 years of related business experience in service desk or other client facing technology environment.
- Proficient with MS Office – Word, Excel, Access, Office 365, MS Windows Operating Systems, Service desk support software.
- Proficient with support management and remote control software including Citrix, Webex, Active Directory, modern browsers, TCP/IP.
- Skilled and knowledgeable in all aspects of PC hardware and software.
- Skilled and knowledgeable in printer support - building server-based print queues, adding/deleting printers, troubleshooting.
- Demonstrated ability to work with a team and to interact with individuals at all organizational levels.
- Strong verbal, written, and interpersonal communication skills and excellent listening skills.
- Ability to manage multiple tasks and priorities including good time management skills.
- Ability to work independently with minimal supervision.
- Must be available to support varying work schedules as required.
- Self-motivated and possesses and friendly, can-do attitude.
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