IT - Helpdesk
2 weeks ago
Cape Canaveral, United States
Ageatia Global Solutions
Full time
JOB DUTIES - General troubleshooting of the client desktop computing environment based on incidents and service requests logged via the tier-one service desk.
- Management and resolution of all 2nd line incidents and requests assigned to their queue in Service Now.
- Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to client policies and procedures.
- Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures.
- Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests.
- Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution.
- Support the set-up of new offices, sites, or projects across the local region.
- Ensure the maintenance of all local equipment rooms and conference room facilities, mitigate risks arising from audits, fire, safety, or other risk assessments.
- Develop, review, and improve processes to maximize efficiencies within the team.
- Exhibit a flexible approach to working and provide coverage where necessary.
- Provide training and guidance to end users.
- Provide weekly/daily reports/time reporting and updates on current issues.
- Provide conference room support including when needed maintaining connections to equipment.
- Perform floor walks to engage with employees.
- Maintain sufficient equipment stock to deliver service, including maintaining appropriate records.
- May perform such other duties as the supervisor may from time to time deem necessary
- Technical support experience in multi-tier applications, including remote end-user support, to 3,000 end users in small-large scale enterprise environment required.
- Extensive knowledge of latest MS Software Applications including Windows 10, and Microsoft Office 365.
- Knowledge of Local Area Networks, DHCP, DNS, and TCP/IP protocol
- High level of proficiency and knowledge of working in a Corporate IT environment.
- Experience troubleshooting hardware (desktops, laptops, monitors, printers) and software errors and failures.
- Solid understanding of hardware and software asset management processes.
- bility to learn, understand, and apply new technologies.
- Exceptional communication skills, both verbal and written.
- Service oriented with a good understanding of end-to-end processes and working within service level agreements.
- Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence.
- bility to communicate at all levels within the company.
- Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.
- bility to lift 25+ lbs.
- ServiceNow platform for CMDB, service request, incident, problem, and change management
- bility to support remote locations
- 5-9 years of related work experience or equivalent combination of transferable experience within IT Support.
- ssociate degree in an IT or related field or will accept stellar employment experience relevant to this field over 6+ years of experience to waive education.
