Work in a fast-paced dynamic environment with an end goal of keeping our clients' employees as produc-
tive as possible with all of their computer hardware, network and software problems
Role Responsibilities :
Desktop and phone support
Heavier on level 2 support. Serious application and network work are handled by other teams.
The successful candidate will provide day-to-day technical and application support to employee issues involving : laptop, workstation, network, as well as standard (Microsoft) and custom applica tion services.
Acts as a liaison for business to other IS groups / next tier support.
Document and implement standard operating procedures and customer service guidelines relating to IT support.
Acquire and maintain current knowledge of relevant technology offerings and support policies in order to provide solutions to customers.
Regularly share knowledge with other team members
Ability to perform root cause analysis and identify problem trends in an effort to provide the data to proactively remove problems from the environment.
Manage multiple simultaneous assignments of varying scope and priority
Technical awareness and ability to pick up technical concepts quickly
Strong dedication to customer service. Ability to assist customers with confidence, and relate effec tively with customers, vendors, and management
Ability to work well both as an individual contributor and within a team of IS professionals
Self-motivated and the ability to focus on day-to-day tasks to meet Desktop's service level agree
Required Qualifications :
Education : Bachelors in CIS / MIS or college diploma and equivalent experience.
Experiences in use of BMC / Remedy tool to track issues and collect data for analysis
Microsoft Certified IT Professional (MCTS / MCITP), ITIL Foundation Certification in IT Service Management, A+ Certification, SharePoint site maintenance.
Strong knowledge of Win XP and Win7 troubleshooting and deployment.
2 years related experience preferred