Responsibilities:
• Facilitate Problem/Call Resolution and Management: Collect and gather the necessary information in order to troubleshoot and resolve IT related issues. Provide first tier support for all supported applications and services. Provide necessary escalation to 2nd and 3rd level support to resolve issues. Ensure all customer calls are addressed and resolved timely to customer's satisfaction.
• Application Expertise: Maintain current knowledge of applications including packaged software (i.e. MS Office, Outlook), as well as custom applications.
• Email/Voicemail and LogMeIn Monitoring: Continually monitor both the Email and Voicemail and LogMeIn queues on behalf of the Service Desk. Include troubleshooting with the user community and ultimately, the logging and resolution of reported issues.
• Hotline Monitoring: Primary contact for the clients various hot-lines and are expected to answer at all times during standard operational hours.
• Service Request / TAF Requests: Processing of all staff movement (New Hire/Exiting, etc.)within the organization. This also includes following up with other IT groups to ensure that each section of the process is closed within the appropriate Service Level Agreement.
• Communication of Technical Service Status: Service Desk analyst must be able lead and communicate status to the end user community via Email and Voicemail in adherence to the documented Production Outage process.
• Support Specialist: Develop expertise in at least 2 areas of technology. Act as lead in these disciplines and provide support to level one Service Desk staff. Proactively work with 2nd tier groups for these disciplines to identify new problem trends and work through resolutions.
• Event Support: Provide support for Events (Domestic and International)
• Adherence to Policy and Procedure: Act in accordance with IT related policies and procedures. Proactively avoid recurring issues and assist in mimizing the impact of issues to the organization.
• Required Experience & Knowledge
• Required Experience/Knowledge
• Strong written, verbal and interpersonal skills.
• Strong pro-active task management and follow-up skills.
• Solid technical skills, including hardware and software configurations.
• Proficiency in usage and technical implementation various shrink-wrap software (i.e.. Microsoft products including Word, Excel, PowerPoint, Outlook, etc.
• Solid understanding of Windows Operating Systems (Win 7, etc.)
• At least 3 years on related Service Desk (Level 1) Support (not call center) and 2 years Desktop support experience.
• This should include hands-on experience supporting custom software applications and physical hardware builds and configurations