Description:

Provides support to end users for hardware, software and access issues via phone.  Responds to telephone, email and online requests for technical support.  Efficiently identifies, researches, documents, and resolves or triages complex technical problems to achieve Service Level targets. Escalates to second level operational teams or vendor specific issues to vendors support teams as necessary.  Creates knowledge base articles for Service Desk reuse and or for use by end-users to address common problems.  Ability to identify and escalate trends and problems within the environment. Documents, troubleshoots, and resolves or escalates tickets using applicable systems and tools. Requires scheduling flexibility to cover on call and afterhours support as needed.  Must be able to work efficiently with minimal supervision to achieve performance KPI’s such as Contacts Handled, Call Quality Scores, Resolution and Ticket Reopen Rate.

Experience:

•         Helpdesk and desktop support experience supporting users at all levels

•         ITSM/Ticketing system experience

•         Experience with desktop and server operating systems, including experience with Windows 7, Windows 10, Windows Server/Terminal Server 2008r2/2012/2016.

•         Application support experience with Active Directory, Group Policy Management, Remote Desktop Management and Licensing, DNS and DHCP

•         Supporting/troubleshooting MS Office (Excel, Word, Powerpoint, Outlook)

•         Printer configuration and troubleshoot (Direct Connected & Networked)

•         Familiarity with PC imaging software such as Acronis, Fog, Ghost

•         Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability to traverse the first three layers of the OSI model in effectively troubleshooting

•         Basic connectivity of laptops, PCs, etc.

•         Mobile Device Configuration/Support (smart phone, tablet)

•         Active Directory & Exchange (Accounts, Logins, Password Resets etc.)

•         Strong documentation skills.

Attributes:

•         Demonstrates good customer service skills and empathy.

•         Professional presentation

•         Great communication skills with users of all ages/skill levels/etc. (Customer base may not be technically savvy)

•         Scheduling flexibility

•         Ability to multitask

•         Strong desire to solve problems and make things better

•         Thinks clearly in difficult situations and know when to escalate and ask for help

•          Ability to work calmly in urgent or stressful situations (Supporting hospitals where the end users could be in a panic/angry)

•         Highly Self-motivated and directed.

•         Keen attention to detail.

•         Proven analytical and problem-solving abilities.

•         Ability to effectively prioritize and execute tasks in a high-pressure environment.

•         Experience working in and contributing to a team-oriented, collaborative environment.

Soft Skills:

•         Exceptional customer service orientation.

•         Professional presentation – the executives work in this office

•         Great communication skills with users of all ages/skill levels/etc. (main user base is vets who may not have any technical knowledge)

•         Ability to effectively prioritize and execute tasks in a high-pressure environment

•         Ability to multitask well

•         Ability to think out of the box, troubleshoot and resolve/know when to escalate

•         Able to work calmly in urgent situations

•         Highly self-motivated

•         Keen attention to detail

•         Proven analytical and problem-solving abilities.

•         Experience working in a collaborative team environment.

•         Take initiative to make things better.

•         Lead by example.