Job Details

Overview

On-site support tier 1&2 levels technical issues for remote or in-person end users. Must have excellent problem-solving skills, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Experience with Microsoft O365 services and desktop supports. Customer-oriented experience and strong patience to deal with difficult customers and issues. This position requires the candidate to be onsite fulltime.

Responsibilities

* Responsible for problem intake through ServiceNow ticketing system, email, in person or other communication methods.

* Accept initial trouble reports; providing problem documentation and reporting services; diagnosing and resolving desktop, printer, mobile device, and LAN hardware and software problems.

* Maintain a high level of customer service by accepting and documenting complaints, managing customer follow ups and contacts, and providing proactive updates to customers.

* Documenting Standard Operating Procedures (SOP) related to support.

* Assist the customer through the problem-solving process and follow-up with resolution verifications.

* Responsible for initial trouble report of LAN connectivity problems before escalation to network team.

* Support Polycom Teams desk telephone.

* Support onsite HP/Poly telephone and conference rooms AV equipment.

* Must be able to participate in bi-monthly on-call help desk rotation. Responsibility includes: 1) delegation and assign tickets during work week and 2) monitor and support high priority requests after hours.

* Monitor site network equipment as needed.

* Other duties as assigned

Qualifications

* An associate's degree in computer science or related field preferred.

* Minimum of 2 years' experience with desktop support.

* Minimum of 1 year supporting Microsoft O365

* Minimum of 1-year experience administrating Windows 10

* Minimum of 2 years' experience creating Active Directory accounts

* Must have at least one CompTIA A+, CompTIA Network+ or current Microsoft Certification

* Must have good communication and documentation skills.

* Strong customer service and team skills proven customer interaction and customer support experience.

* Excellent customer service skills with the ability to multi-task.

* Must have the ability to rely on experience to correct technical problems.

* Identifies and resolves problems in a timely manner.

* Gathers and analyzes information skillfully and develops alternative solutions.

* Ability to work well in group problem solving situations.

* Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.

* Ability to effectively present information and respond to questions from groups of managers, clients, customers and the public.

Estimated Salary/Wage

USD $20.20/Hr. Up to USD $36.00/Hr.