Job Responsibilities :
- Provide exceptional customer service to all end users
- Consistently demonstrate exceptional customer service to all end users.
- Act as a role model within the team by demonstrating flawless customer service etiquette.
- Serve as a liaison between staff and technology to resolve issues and achieve desired results
- Delivery of athena's employee technology experience
- Assist in integrating new employees into the technology environment through onboarding timeframe.
- Collaborate with employees across athena geographies throughout their tenure to make sure they have the tools and knowledge to be successful.
- Assist in training new employees.
- Share knowledge with colleagues and end users.
- Create and maintain documentation for self-service and team knowledge base of team and share lessons with colleagues.
- Enhance and support athena's service offerings and technologies
- Assist team in the resolution of corporate support service desk tickets within established Service Level Agreement timeframes.
- Own the life cycle of a service desk ticket from initial submission through resolution or escalation as appropriate.
- Proactively identify systemic issues and triage to the appropriate internal teams.
- In instances of escalated tickets, collaborate with internal technology teams to ensure timely resolution.
- Maintain equipment inventory.
- Identify opportunities for training and documentation and collaborate with senior team members on delivery.
- Improve efficiencies in day-to-day tasks.
- Specialize in area of expertise as needed, including mobile devices, Macs, MS Teams, printer configuration, etc.
- Other duties as assigned by the Corporate Support Supervisor.
Experience & Skills Required:
- Any Bachelor's degree
- 3+ years of professional experience within service desk role.
- Understanding of infrastructure technologies.
- Proven track record of timely and accurate ticket work and documentation.
- Excellent customer service.
- Sustained history of proper ticket management, including proper response times, ticket documentation, and successful resolution.
- Ability to work accurately, independently, and efficiently through a heavy workload of varying ticket types.
- Expertise with the installation, configuration and troubleshooting of Microsoft Operating Systems, Microsoft Office Applications, Mac and Mac Application.
- Experience with public speaking in front of medium-sized groups for training purposes.
- Experience with troubleshooting and repairing conferencing and audio-visual technologies.
- Strong communication skills and ability to explain technological solutions to colleagues with a wide range of computer knowledge.
- Strong ability to prioritize, manage and complete multiple tasks and long-term projects accurately and efficiently.
- Flexibility to travel to additional corporate locations for support as needed.
- Clear and concise written and verbal communication skills.
