The role of Help Desk Support Specialist I (CW) is to help employees with all facets of the corporate computing environment. The Analyst must combine an understanding of Macintosh & Windows with firsthand experience.
Responsibilities
Troubleshoot software, hardware, and connectivity issues in person & remotely via virtual support (phone/chat)
Troubleshoot video conference issues
Ability to understand & articulate the root cause of customer issues.
Log all Service Desk contacts into the Incident Management System (ServiceNow)
Familiarity with encryption and security tools and triaging within this environment.
Assist customers in gaining access to various systems and servers.
Provide support for remote employees using AppStream environments, VDI machines, and Avaya/Cisco telephony.
Set up and maintain shared mailboxes/distribution lists in Exchange Management Console/Exchange Admin Console.
Deploy/patch software using Casper and LANDesk technologies.
Communicate call trends and challenges in team meetings.
The ability to take on small projects from start to finish
Knowledge Base and process documentation skills.
Work closely with the team to resolve or properly close aging tickets.
Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Requirements
2-3 years of Service Desk or Desktop Support experience for both PC and Mac required
Experience working with multiple customers face to face in a 'Walk Up Bar' type of corporate environment and virtual support via phone/chat
Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
Passionate about providing excellent customer service and follow-thru to completion
Familiarity supporting Mac OS X & Windows 7/10
Good problem solving, diagnosis and troubleshooting skills
The ability to work under pressure in a fast paced environment is a must
Familiarity with wired and Wi-Fi Networking with Windows Active Directory Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
Familiarity with Video Conferencing support and communication technologies such as Jabber, Blue Jeans, Zoom is a plus
Working knowledge of collaboration tools such as Slack, Box, Google Suite
Familiarity with ticketing systems such as Service Now or similiar
Strong mobile support (Android, iOS, etc) experience Ability to work independently and within a team
Thank You, I look forward to connecting with you!
THANK YOU for your time, Penny Meinert Senior Recruiter/Veteran Programs 3100 W. Ray Road Suite 201 Chandler, AZ 85226 (602) 838-4141 | Penny.Meinert@PeopleMakeUS.com
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