MAJOR RESPONSIBILITIES:  

 

60%   Learn and support Information Technology operations: Respond to escalated issues via tickets, chat, email, or phone. Provide technical assistance for questions and problems beyond Help Desk Support Level 1 resources. Resolve problems with networks, phones, and other computer systems. Diagnose system errors and other issues. Complete hardware requests. Follow up with customers to ensure full resolution of issues

20%   Learn and support Information Technology infrastructure: Provide support within network and systems administration. Train other employees on troubleshooting and diagnosing problems.  Request feedback and/or monitor calls and other methods of correspondence to improve training methods

10%   Research and deliver strategic business projects: Resolve and document solutions to tickets beyond knowledge of Help Desk Support Level 1 support

10%   Support Information Technology processes: Perform queue management to achieve service level agreements (“SLAs”) in a timely manner and provide quality assurance standards for work performed and where applicable, train employees and/or members

Performs other duties as required

 

MANAGEMENT AND COLLABORATION:

Manage call volume Collaborate with company employees to ensure issues are resolved and ensure satisfaction Collaborate with senior leadership in company initiatives

QUALIFICATIONS:

Windows servers, Active Directory, VMware, Citrix, Microsoft Exchange/Office 365, Azure experience is a plus Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise, Automate, ITGlue) Knowledge of backup applications (Veeam, Barracuda, E-Vault, etc.) Knowledge of Android OS and Devices a plus Knowledge of Security and Networking Experience with email and spam filtering services (Mimecast, Barracuda, McAfee SaaS, etc.) Familiarity with DNS, DHCP, and TCP/IP

KEY COMPETENCIES:

Strong customer service skills Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience. Strong learning agility Positive teamwork and collaboration skills Efficient in planning, organizing and time management Proficient research and analysis skills Takes initiative and remains adaptable Strong documentation skills Demonstrate technical proficiency 

WORKING CONDITIONS:

 

Office environment with potential hybrid or remote work schedule Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and extensive reading Sitting stationary for long periods of time Keyboarding: entering text and/or data into a computer Requires working with computer systems May require light lifting <50 lbs.