SharePoint Support Specialist
3 weeks ago
We are seeking a highly skilled SharePoint Support Analyst to join our team at Genius Road, LLC. As a key member of our IT department, you will be responsible for providing top-notch support to our clients and ensuring the smooth operation of our SharePoint systems.
Key Responsibilities:- Receive and respond to incident requests from clients, documenting all interactions in our Helix system
- Evaluate and resolve bugs, failures, and systemic problems, documenting necessary steps for resolution
- Install and configure applications, hardware, and software as needed
- Perform support analysis, including troubleshooting, diagnosis, and repair of products
- Communicate ongoing problems and fixes internally and with clients
- Ensure resolution of incidents per department guidelines and service level agreements
- Monitor open tickets and escalate as necessary to the appropriate team
- Consider site-specific information, such as hardware, operating systems, and user requirements, to resolve problems effectively
- Report on product and service problems and guide clients on product features, selection, configuration, and implementation
- Propose updates to processes and procedures to ensure future efficiency in ticket/call volume completion
- Associate's degree in Computer Science or related field preferred
- 5+ years of experience in the IT field or related area with 4+ years' experience in a Help Desk/Service Desk support environment
- Strong proficiency with SharePoint Lists, Microsoft O365 applications
- Prior experience working in a large enterprise or government entity is preferable
- Strong experience working with Help Desk software, such as ticketing systems and knowledge bases
- Ability to interface with all levels of the organization and understand overall best practices
- Preferred experience with Remedy/BMC Helix
- Excellent communications skills (verbal and written)
- Effective time management skills
- Passion to provide outstanding customer service
- Sound troubleshooting technical skills with an aptitude for problem solving
- Ability to work independently towards goals
- Highly motivated and flexible
- Excellent work ethic and highly organized
Genius Road, LLC is an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.
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