Role and responsibilitiesAble to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times
Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues.
Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction.
Commitment to documenting knowledge in the form of knowledge base tech notes and articles.
Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner.
Assists with the installation, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, and software within established standards and guidelines.
Follows all IT standard processes and procedures along with monitoring license compliance.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Logs all customer requests and updates calls utilizing the designated call handling and tracking system.
Provides Helpdesk, Deskside and Walkup hardware and software support as needed.
Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident.
Provides general knowledge of all Customer standard products as defined per engagement.
Participates in Support meetings for process and computing support improvement.
Other duties as assigned.
Job description subject to change at any time.
Education and experienceHigh School diploma, Bachelor's degree or equivalent experience.
Bachelor's degree with two years relevant experience.
Microsoft/A+ or Networking+ Certification a plus.
Proficiency in network communications, MS Office, O365 and Windows.
Minimum 3 years of experience in a technical support/helpdesk, high profile customer service environment.
Experience in the use and support of imaging, remote access and knowledge of phone system support is required.
Strong experience in the use of IT related software and hardware, printers, and using Helpdesk software.
Strong knowledge and experience with computers and Windows operating systems.
Experience with computer build out and setup; imaging, application installs and configuration.
Must possess a strong customer-centered philosophy.
A solid understanding of PC compatible hardware.
Excellent written and verbal communication skills.