- Provide Tier I/II support to end users with exceptional customer service skills.
- Answer, evaluate and prioritize service requests via chat, email and in person for users. Provides regular and timely updates to customers.
- Perform move/add/change tasks for desktop/laptop hardware and software systems.
- Meet SLA requirements for problem resolution.
- Log and track issues in our service management tools.
- Build/deploy, patch and support end user desktops, laptops, mobile devices, and other related equipment.
- Maintain accurate inventory of computer hardware and software assets related to the service desk function.
- Maintain key performance metrics related to Tier I/II support functions.
- Manage vendor repair and returns of defective equipment as necessary.
- Learn eDiscovery applications to assist with support across the organization.
- Maintain best practices on security for supported applications.
- Keep manager and other team members informed of trends, delays or complications that arise during the normal course of work.
- Collaborate with other IT team members as needed.
- Participate in creation and maintenance of IT standards and procedures.
- Participate in on call shift rotations periodically (including evenings and weekends).
- Perform other related duties as assigned.
KNOWLEDGE, SKILLS, AND behaviors
- Demonstrated ability to build, maintain and support workstation images.
- Demonstrated ability to work with vendors to procure, inventory, repair, and manage computing assets.
- Experience managing remote desktop, Citrix/VMware View/Cloud PC environments.
- Ability to effectively collaborate within an IT team with shared responsibilities.
- Working/practical knowledge of IP networking principles
- Working/practical knowledge of Active Directory, Exchange, and SharePoint
- Willing to be on-call for occasional night and/or weekend support.
- Prefer Microsoft certifications commensurate with position.
- ITIL V3 certification desired
- Experience with Service Now
QUALIFICATIONS
- B.S. in Computer Science or a related field.
- 1+ years of previous service desk/end user support experience in a corporate environment.
- Hands-on experience servicing/troubleshooting desktops, laptops, printers, mobile devices, and other peripherals.
- Experience supporting Microsoft Office, Office 365 administration and other application software.
