IT Help Desk - Premier Support
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Critical Responsibilities
- Primary point of contact for executive and VIP support
- Be the local escalation resource for Help Desk issues and processes
- Excellent customer support skills
- Excellent communication (both verbal and written)
- Respond to customer requests for support via telephone and e-mail and tickets
- Provide timely responses to reported incidents
- Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction
- Break/fix support of IT equipment (laptops, desktops, macbooks, printers, smartphones, VTC equipment)
- Properly run network and power cables as needed
- Maintain IT device inventories as instructed by supervisors.
- Participate in ACD phone call rotation support
- Proficient in supporting VTC related meetings and equipment
- Provide internal escalation support to other technicians at the help desk
- Help ensure any established metrics/SLAs are met
- Help Identify problem areas and problem trends, and assist in finding solutions
- Exceptional written and oral communication skills
- Strong documentation skills
- Ability to conduct research into a wide range of computing issues as required
- Experience using Active Directory to do basic user administration
- Office 365 support experience
- Interface with executives and provide "white glove" support
- Track local assets for site
- Assist with support for video / audio conferencing problems. Investigate faults and recommend further actions to rectify
Important Responsibilities
- Escalate problems to appropriate teams based on established guidelines and procedures
- Participate in root cause analysis
- Participate in team projects that enhance the quality or efficiency of service
- Track unresolved calls/tickets
- Troubleshoot remote connectivity issues for traveling users and remote offices
- Basic Systems Administration experience (Windows)
- Assist in the development of instructions and FAQ lists for end users
- Proactively identify process improvement opportunities, including end-user training tools and documentation.
- Research and resolve issues in a timely manner in accordance with standards
Knowledge, Skills, and Abilities
- Relationship building (people) skills
- Excellent communication skills (both verbal and written)
- Excellent organizational skills, ability to take technical direction and ability to prioritize tasks
- Strong understanding of distributed systems architecture and general knowledge of multiple technical disciplines
- Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), remote network access, network file servers, applicable software and troubleshooting techniques
- Ability to understand and assist in resolving network server problems or network infrastructure issues
- Demonstrable experience in the support and repair of laptop and desktop computers.
- Demonstrated problem-solving skills
- Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients' needs
- Must possess a motivated and team player work ethic
- A self starter with the ability to take ownership of issues and work on their own at times and find creative ways to resolve issues or put work-arounds in place
- Flexible work schedule
This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
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