Helpdesk Technician

Skills

• Provide exceptional customer service to all users • Interact with employees at a technical and non-technical level • Provide strong Tier I-II support for the service desk support team • Analyze/troubleshoot all levels of desktop general application and network issues • Document track and monitor technical issues to ensure timely resolution • Provide timely and thorough input for regular status reporting • Provide remote and onsite computer hardware and software setup repair upgrading and troubleshooting support • Manage and troubleshoot both on-prem and cloud-based Active Directory services and Office 365 environments including user account management group policies and permissions • Assist with maintaining master software repositories for hardware drivers/firmware OS and application patches and software updates • Perform basic maintenance and troubleshooting on printers and multifunctioning copiers • Assist with developing processes and procedures that outline how incidents requests and problems are identified preserved in a knowledgebase escalated and actioned • Respond to inquiries and requests for assistance from end users via telephone email chat and ticketing system • Maintain a customer satisfaction measure of 96.5% or higher each period • Maintain a service desk ticket closure rate at 96% or higher

Description

Under the direction of the supervisor of the Service Desk, the PC Systems Administrator/Analyst provides tier one phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues, and will be responsible for generating support tickets, troubleshooting advanced IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The PC Systems Analyst will also participate in project-based work such as computer operating systems upgrades, enterprise application installations, and must be effective in interpersonal communication and problem solving.

Responsibilities

• • Experience managing a Microsoft Domain Users, Windows OS, Apple MacOS, VMware
• • Experience with an ITIL service management software: ZoHo ServiceDesk, Atlassian Suite, SMAX
• • Experience supporting users in an Office 365 organization
• • 80% - Support daily business operations and work from a helpdesk system responding to and resolving tickets, account management, filesystem, groups and user permissions
• • 15% - Document processes, procedures, and configuration settings for business continuity and disaster recovery
• • 5% - All other duties as assigned by supervisor
• • Strong customer service skills
• • Excellent oral and communication skills (client-facing)
• • Demonstrate the ability to work in a fast-paced environment while balancing multiple priorities
• • In depth knowledge of the Microsoft and Apple ecosystems
• • Applied knowledge/understanding of ITIL support processes and methodologies, incident management, change control management, problem management
• • A pro-active mind-set with a focus on constant improvement and follow through at all levels
• • Strong technical problem-solving skills
• • Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems
• • Attention to detail with the ability to document procedures accurately
• • Perform other duties and special projects as required or assigned