ESSENTIAL SKILLS AND RESPONSIBILITIES:
Responding to support phone calls, emails, and support tickets from business users
Provide telephone and on-line support for remote users
Work with other helpdesk staff to provide desktop hardware/software support to business users
Build and maintain high quality customer relationships through consistently demonstrating a high level of professional service and demeanor
Respond to and resolve issues in a timely manner, escalating as required ensuring effective and timely resolution
Review incoming support incidents on a daily basis
Support our employees on the West Coast, East Coast, and Globally
Providing solutions and advice on technical issues
Attending training sessions to stay current with best practices on how to help customers with technical issues
Documenting and analyzing technical issues and customer interactions
Using feedback from customers to improve problem-solving techniques and customer service
Document the root cause of issues and contribute to the knowledgebase
Own the problem and find a resolution, don’t leave the customer without a solution
Troubleshoot support tickets related to technology issues that range from Cloud apps, hardware issues, network issues, server issues, security issues, Office 365 issues, and Office 2010 thru office 2019 issues
EDUCATION / EXPERIENCE:
A minimum of 4 to 8 years previous experience in hands-on technical support roles including maintaining desktop workstations
Hands-on experience with helpdesk ticketing systems, preferably Freshservice helpdesk
Bachelor’s Degree in Computer Science or related field preferred
Knowledge of the following:
Office 365
VPN clients
Two factor authentication
Office 2010 thru Office 2019
Break/Fix – laptops and desktops
Standard deployment of computers (use of imaging software)
Security software (antivirus protections)
Experience with Active Directory and GPO
Microsoft SharePoint
Network connectivity issues (diagnose/troubleshoot)
Mobile phones (iPhone, Android)
Printers (HP, Ricoh)
ERP systems (manufacturing)
Salesforce.com CRM
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