1 to 3 years of experience in Support Desk/IT Help Desk
Experience troubleshooting Windows 7, 10, and Apple operating systems
MS Office Applications and hardware platforms
IT Industry certifications (MCSA, A+, Network+, etc.) preferred.
Active directory, Support, Windows, Windows 10, Apple and Android devices, MacOS, Troubleshooting, Office 365, Help desk, Service desk, Customer service, MS Outlook, Technical support.
Triage, assign, and resolve support cases via phone and email
Strong background in customer support and logical troubleshooting
Ability to develop proficiency in ticketing software use and reporting
Must be willing to work in an environment requiring broad experience, adaptability, quick learning, excellent verbal and written communication skills, and excellent problem-solving skills.
Associate's degree (A. A.) or equivalent from two-year College or technical school; or three months to one-year related experience and/or training; or equivalent combination of education and experience. Bachelor’s degree (B.A.) from four-year college or university, preferred.
Local and remote support to users on installation, maintenance and technical issues to ensure their system(s) are functioning properly.
Provides immediate customer support for Urgent or Emergency type issues.
Documents and logs all work done with great detail in a ticket for each issue.
Escalates to third party vendors resources as needed.
Follow issues through to completion and ensures proper resolution.
Assists in creating technical documents.
Occasional travel to other sites for project support when necessary.
Excellent verbal and written communication skills including over the phone support.
Excellent analytical and troubleshooting skills.
Able to prioritize issues
Excellent customer service skill, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers.
Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems.
Responsible; able to manage time effectively and work efficiently, both with and without direct supervision.