Job Requisition: REQ2702
Employment Type: Full-Time
Shift: Days
Hours Per Week: 40 hours

Hiring range: $24.28- $31.56
The actual compensation for this position will be determined based on experience and other factors permitted by law.

Responsibilities:

Customer Support:

• Update and configure user accounts and permissions in Microsoft Active Directory, Azure AD, and various other systems and platforms.
• Facilitate the smooth boarding process for new associates, ensuring timely provisioning of IT resources and access.
• Cover Service Desk Phone queues, answer calls and create tickets on the IT Service Desk
• Act as a primary point of contact for end-users seeking technical assistance via phone, email, or chat
• Provide exceptional customer service by listening to users' issues, troubleshooting and resolving their problems efficiently
• Maintain a professional and courteous demeanor when interacting with users
• Incident Management:
• Log all incidents, service requests, and inquiries in our ServiceNow ticketing system
• Prioritize and categorize incidents based on urgency and impact on business operations
• Monitor and manage the ticket queue to ensure timely resolution, escalating issue as required

Technical Troubleshooting:

• Work with current infrastructure to maintain and support IT operations, including the installation, upgrade, and maintenance of software applications, operating systems, firmware, and physical appliances
• Diagnose and resolve hardware and software problems for end-users, including issues with Windows-based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi
• Collaborate with our third-party IT support vendors to escalate and resolve complex issues
• Provide step-by-step instructions and guidance to end-users for self-service problem resolution when appropriate
• Determine when it's best to cease troubleshooting and escalate or dispatch to second level support to assist

Documentation:

• Maintain accurate records of all support activities, including incident details, troubleshooting steps, and resolution procedures in the call ticketing system
• Update knowledge base articles for common issues to facilitate self-service for end-users

Communication:

• Communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information
• Keep end-users informed of incident progress and resolution timelines

Hardware and Software Support:

• Troubleshoot hardware and software-related issues, including operating systems, office applications, and specialized software used within the organization

User Training:

• Provide basic training and guidance to end-users on using IT resources effectively and securely
• Promote IT security best practices and educate users on the importance of safeguarding sensitive data and credentials

Continuous Improvement:

• Identify recurring issues and escalate to IT management to prevent future incident

Education, Training & Experience:

• Associate degree, in an Information Technology related field or a minimum of two (2) years’ experience required.

Required Skills and Attributes:

• Ability to organize and establish day-to-day priorities while using critical thinking skills in all aspects of the job.

• Must be able to multitask while remaining professional, focused, composed and positive.
• Excellent customer service skills
• Displays integrity, friendliness, and compassion.
• Must be able to establish an appropriate and effective rapport with others.
• Demonstrates flexibility
• Takes initiative
• Able to work in a fast-paced environment
• Embraces new opportunities to grow both personally and professionally.
• Effective critical thinking and problem-solving skills.
• Proficient with Microsoft Office product
• Strong organizational skills.
• Effective interpersonal skills.
• Ability to take and follow direction in a positive and appropriate manner.
• Ability to work as part of a team and independently. Must be able to demonstrate effective and appropriate written and oral communication skills. Must be able to speak, read, write and follow instructions in English.