This role is responsible for providing customer support related to computer hardware, software, and systems. Under general supervision, requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution.
Essential Functions:
* Respond to assigned help desk tickets and provide solutions for reported customer problems - when the problem is beyond the level of expertise or area of responsibility, escalate issues to more senior IT staff.
* Document the details related to a problem and resolution in the IT Request System.
* Participate in team projects, complete tasks, and ensure they are completed on time and to specifications.
* Responsible for configuration and deployment of computer refresh at the local site.
* Other duties as assigned.
Qualifications:
* Bachelor’s Degree in a related field. May consider equivalent work experience in lieu of degree.
* 1+ years of IT experience.
* Knowledge and expertise in business processes, Service Level Agreements, Standard Operating Procedures, and policies.
* Some IT technical training or IT certification.
* Excellent communication skills, both written and verbal, strong organizational skills, and the ability to interface effectively with all levels of the organization.
* Ability to speak, read, and write English.
* Ability to handle multiple priorities.
* Strong attention to detail.
* Ability to maintain a strict standard of confidentiality in handling Company sensitive information, reports, and correspondence.
* 2 years of technical experience in IT Help Desk Support.
* Experience in providing one-on-one training.
#J-18808-Ljbffr