Senior IT Help Desk Specialist
4 days ago
We are seeking a skilled Client Service Engineer (Level II) to join our Rehmann Technology Solutions team. As a key member of our first line of service, you will provide remote technical support using exceptional troubleshooting and problem resolution skills.
Key Responsibilities:- Elevate complex problems to other team members for resolution
- Maximize productivity and uptime while enhancing the customer experience
- Install, support, and document client application software, hot fixes, and patches
- Provide general administrative support for Microsoft-centric networks
- Enter service requests accurately and with detailed documentation into tracking systems
- Deliver exceptional customer service to internal and external clients
- Remedy less-than-excellent service outcomes
- Communicate effectively with customers to deliver a positive support experience
- 2+ years of help desk/customer service experience
- 3+ years of demonstrated use of Microsoft, VMWare, or other technical skillsets
- High school diploma required; Associate's Degree preferred
- Microsoft certifications (MCSA-Windows 10 or MCSA-Office 365) preferred
- HD-SCA or similar service desk agent certification, entry-level certification in applications, networking, firewall, or security required
- In-depth knowledge and experience in key supported applications: Remote Desktop Farms/Terminal Services, MS Exchange, Active Directory, Office 365, Microsoft Windows desktop/server-based operating systems, VMWare, and virtualization
- Ability to install, configure, manage, and troubleshoot Microsoft Windows-based operating systems
- Ability to manage and troubleshoot Active Directory, including users, groups, permissions, group policy, and DNS
- Ability to support VMWare virtualized infrastructures preferred
- Ability to work well in a team environment
- Ability to explain technical concepts in layman's terms
- Unwavering integrity in all situations
- Commitment to upholding the highest standards of customer service at all times
- Ability to shift gears and implement new topics and processes quickly to address emerging informational needs
- Ability to adapt to various personality types and adjust communication accordingly to ensure clarity and positive outcomes
- Excellent written and verbal communication skills
- Empathy and ability to provide relevant answers suitable to clients at various stages in the service process
- Ability to manage multiple priorities and deadlines
- Ability to locate, track, organize, and summarize information
- Excellent troubleshooting skills
- Ability to build relationships and ask questions that elicit responses and engage others in discussion
- Willingness to coach and train others
- Ability to provide regular, rotational on-call coverage after hours and on weekends
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