What You’ll Do- Process service tickets and assign them to appropriate service resources, as necessary.- Maintain service ticket ownership throughout the life of the support incident.- Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.- Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.- Install, configure, and diagnose client workstations and equipment.- Conduct on-site problem determination and analysis.- Provide advice and technical guidance to end users and technical resources as the situation warrants.- Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.- Document in detail the activities carried out as well as the technical information collected.- Maintenance of network printer devices.- Assist with account management activities.- Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.- Identify and escalate production critical issues to the appropriate groups.- Perform data backup and recovery at a user level, as required.- Comply with internal controls and policies as applicable.- Responsible for on-call/as-needed support for remote locations.- Ability to make sound judgment calls and escalate to senior resources when needed.- Able to lead conversations of a technical nature with end users who may not have any technical expertise.
Who You Are-1-3 years of experience in a technical support role.- Relevant Degree/Diploma or equivalent.- Proven problem-solving and analytical skills.- Excellent attention to detail.- Ability to document processes and accept feedback.- Strong ability to work within a team environment.- Excellent communicator and personable. - Ability to make sound judgment calls and escalate to senior resources when needed.- Able to lead conversations of a technical nature with end users who may not have any technical expertise. - Some knowledge of database technologies is an asset.- Strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS.- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.).- Someone who thrives in a fast-paced, high-energy environment.- Always conducts with a poised and professional demeanor.- Able to work collaboratively within a team.- Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.- Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
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