IT Help Desk Support-3rd shift

Responsible for providing front line support, via call, chat or email, to all Employees and contractors, Escalating malfunctions to level II or level III support when necessary. Document problems and resolutions. Responsible for assisting senior personnel with ensuring that all hardware platforms, operating systems, utilities, and related tools and devices are available for successful management of production schedules and service levels. Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed. Escalates malfunctions to level II or level III support when necessary, documents problems and resolutions. Discrete Duties Include: Provides 24x7 remote support in Operations Center. Handle incoming calls, chats and emails from customers. Create tickets in ITSM system and work with customer until completion escalating when necessary, providing basic IT functions (account issue troubleshooting, software installs, access requests, and troubleshooting hardware). Maintains knowledge database. Escalates deficiencies in technical processes and informs Level III Support. Monitor IT systems (SAP, Network infrastructure). Create badges and monitor badge system. Monitor security systems. Handle customer threat assessments.
• Documents problems and resolutions.
• Responsible for providing front line support, via call, chat or email, to all American Water Employees and contractors.
• Responsible for assisting senior personnel with ensuring that all hardware platforms, operating systems, utilities, and related
tools and devices are available for successful management of production schedules and service levels.
• Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed.
• Escalates malfunctions to level II or level III support when necessary, documents problems and resolutions.
Minimum of Associate Degree required in a computer related field, or equivalent work experience. Understanding of ITSM systems and ITIL processes. ITIL Service Management knowledge preferred. Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android). In depth user knowledge of Microsoft Office products including Outlook. Strong client relations/customer service skills required. Strong written and verbal communication skills, along with the ability to absorb and present large amounts of detail through various forms of communications to any level of business users, IT management or technical role.
Midnight to 8:30am Thursday,Friday,Saturday,Sunday,Monday
• 5 years' experience working in a Service Desk or Operations center.
• Understanding of ITSM systems and ITIL processes. ITIL Service Management knowledge preferred.
• Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and
Android).
• In depth user knowledge of Microsoft Office products including Outlook.
• Strong client relations/customer service skills required.
• Strong written and verbal communication skills, along with the ability to absorb and present large amounts of detail through
various forms of communications to any level of business users, IT management or technical role.
Description: • Must be self directed and able to work effectively in a diverse team environment with little to no direct supervision.
• Demonstrated ability to meet stringent deadlines.
• Ability to work on a team and contribute to the team's achievement of objectives and goals.
• Demonstrated analytical, problem solving, planning, organizational, critical thinking and risk management skills.
• Demonstrated ability to facilitate complex discussions in a mixed technical and business team environment.
• Strong planning, prioritizing, time management and organizational skills.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.