IT Service Desk Support

Responsibilities:

The IT Service Desk Support Team provides onsite 2nd level IT support for client hardware,
software, desk telephone/voicemail, mobile phones, and audio/video conference rooms.
Hardware support involves Client laptops, tablets, and desktops; Apple MacBook Pros; Apple
iPads; Apple iPhones. Peripheral support includes monitors, keyboards, mice, docking
stations, and adapters. Involves device imaging, deployment, troubleshooting, repair,
communication, documentation, and resolution.
Operating System support for Microsoft Windows7, Windows10, Apple OSX 10, and Apple
iOS.
Client software support for Microsoft Office (Word, Excel, and PowerPoint), Google
applications (Gmail, Calendar, Drive, Docs, Sheets, Slides, Google , Meet, and Chat),
Internet browsers (Internet Explorer, Chrome, and Safari), Antivirus, and other client software.
Provides support for software installation, remediation, removal, and troubleshooting.
Must demonstrate understanding and usage of ITSM process and IT tools for incident,
problem, change, and asset management (i.e. ServiceNow, ActiveDirectory). Team is
responsible for monitoring and managing several incident ticket queues.
Conference Room Support and Badge printing support. Must provide user support for
projectors, screens, TV displays, wall controls, webcams, remote connectivity, HDMI, and
Cisco conference room telephones. Perform basic troubleshooting of Multifunction printing
devices and badge printing.
Customer Service. Provides exceptional customer service. Willing to make a special effort
to perform tasks correctly the first time. Demonstrates great follow up, communication, and
relationship management skills. Able to answer customer questions and provide customer
training. Provides user support for specific user requirements to improve or enhance user
productivity.
Project Support Participates in "special projects as assigned by IT management. Special
projects may include Lifecycle management of workstation hardware, operating systems, and
mobile phones.

Minimum Qualifications:

Technical certification in computer science or related field or equivalent, plus 2 years of
customer-focused technical experience or;
Extensive desktop support, telecom and network management preferred.
Experience and patience in training others concerning technical matters
Proven ability to effectively prioritize and execute tasks
Proven analytical and problem-solving abilities
Windows and Apple MacBook Operating Systems
Experience with the following: Active Directory, ITIL, ITSM (ServiceNow, etc.).
Extensive experience with Google Applications Gmail, Calendar, Drive, Docs, Sheets,
Slides, Google , Meet, Chat, and Chrome extensions
Highly self-motivated and self-directed
Responsible and takes responsibility and ownership
Extremely high level of attention to detail
Desire to be a part of a team and work in a collaborative environment
Strong interpersonal skills
Customer service orientation

Preferred:

Bachelor's degree from an Accredited Institution in computer science or related field, plus 2
years of experience
Vendor certifications (Microsoft, Cisco, Avaya, Client, others)
ITIL Certification

Skills:
Extensive desktop support, telecom and network management preferred.
Experience and patience in training others concerning technical matters.
Proven ability to effectively prioritize and execute tasks.
Proven analytical and problem-solving abilities.
Windows and Apple MacBook Operating Systems.
Experience with the following: Active Directory, ITIL, ITSM (ServiceNow, etc.).
Extensive experience with Google Applications Gmail, Calendar, Drive, Docs, Sheets, Slides, Google , Meet, Chat, and Chrome extensions.
Highly self-motivated and self-directed.
Organized and ability to track issues.
Responsible and takes responsibility and ownership.
Keep Calm under pressure, and work well within a team environment.
Extremely high level of attention to detail.
Desire to be a part of a team and work in a collaborative environment.
Strong interpersonal skills and excellent customer service.
Customer service orientation and strong communication skills.
Education:
Minimum:

Technical certification in computer science or related field or equivalent, plus 2 years of customer-focused technical experience.

Preferred:
Bachelor's degree from an Accredited Institution in computer science or related field, plus 2 years of experience
Vendor certifications (Microsoft, Cisco, Avaya, Client, others)
ITIL Certification