Sr Help Desk Technician
4 weeks ago
Job Responsibilities
• Track and monitor project metrics electronically, assist with agent training and monitoring, and have skills in operations planning and technical areas.
• Assist agents who troubleshoot and solve problems that relate to the technical support of hardware and data transmissions, answering procedural questions, and documenting problems in a customized system.
• Research questions using available information resources.
• Serve as a communications coordinator across a variety of time-sensitive operational and technical issues, and maintain a master activities calendar.
• Answer tier 2 technical calls, emails, and voicemails related to a wide variety of hardware, software, and data transmission issues, and document highly detailed tickets into customized tracking systems.
• Possess excellent professional oral and written communication skills in English, be detail oriented, possess strong problem-solving skills, and be well organized.
• Answer procedural questions that require a strong understanding of current operating systems, browsers, and the ability to resolve issues with peripheral devices.
• Assist with inventory tracking of equipment.
Requirements:
The successful candidate should possess excellent verbal and written communication skills in English, be detail oriented, and have a highly organized approach to work and strong problem-solving skills.
• Experience managing employees.
• 2-3 years of equivalent work experience.
• Must have customer service experience including LogMeIn123 or similar.
• Experience with ServiceNow, Microsoft Dynamics or similar.
• Associates degree from an accredited college/university
Preferred
• Experience managing technical help desk agents.
• Experience with Survey Monkey or other study management systems
• Experience using Azure and/or InTune
• ITIL Certification
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