KEY RESPONSIBILITIES:
- You will field incoming requests to Help Desk via phone, email, chat and our help desk ticketing system
- You will ensure courteous, timely, and effective resolution of end-user issues
- The team’s success starts with building trust among all staff, so your interpersonal skills are crucial
- You will record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, actions taken, and final resolutions
- Apply diagnostic utilities to aid in troubleshooting
- Identify and learn appropriate software and hardware used and supported by the organization
REQUIREMENTS
- 1+ year of IT support experience in a mixed desktop environment (Apple and Windows)
- 1+ years of experience helping customers directly
- Experience handling support requests through a ticketing system, using clear and detailed communication
- Experience supporting OS images with either network-based cloning, or deployment services automated installation routines, such as PXE boot
- A curious and can-do mindset, where you learn more about the IT environment and tackle additional responsibilities
- You have a meticulous attention to detail and have delivered results while juggling multiple projects
- You have excellent interpersonal, written and verbal communication skills, and can understand and explain customer situations and solutions
- You take a positive approach to problems – both big and small
- You work effectively both independently and as a part of a team
