Role: Provide the first line of support to end users on a variety of technical issues.
Essential Functions & Responsibilities:
Provide Tier 1 contact and incident resolution to internal customers with hardware, software, voice/data communication issues and application problems. Provide prompt and reliable technical assistance to company employees desktops, laptops, printers, and other miscellaneous peripheral devices. Escalate calls when appropriate.
Maintain company documentation standards for proper issue tracking and customer support. Write concise informative tickets. Follow up on all tickets in a timely manner and follow through to resolution.
Attempt to resolve as many incidents during the first call or at Tier 1. Proactively recognize issues and plan accordingly before they become large scale problems. Provide onsite or remote support when necessary.
Foster communication with the end-users to strengthen trust and partnership.
Performs other job related duties as assigned.
To assure prompt response to and recovery from computer workstation, hardware and network service interruptions
Escalate support issues according to the escalation procedure.
Effectively manage time and prioritize issues.
To provide friendly, professional and accurate service and support to all members and staff.
Knowledge and Skills:
One year to three years of similar or related experience
IT experience with desktops, laptops, tablets and printers; including Microsoft Office Suite and Apple IOS
Experience with: Microsoft Active Directory, basic networking and troubleshooting
Experience using ticketing systems, writing technical support documentation
Computer proficiency with hardware and software technologies required
(1) A two year college degree or (2) Completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendor, or (4) job-specific skills acquired through an apprenticeship program.
Work involves much personal contact with others inside and/or outside the organization for purposes of first-level conflict resolution, building relations, and soliciting cooperation. Discussion involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Ability to multi-task, prioritize and work under pressure are required.
Must be able to lift up to 50 pounds.
Self directed travel and have ability to schedule overnight travel to remote locations.