Overview

WheelsUp is seeking a qualified, self-motivated candidate to fill a position in our IT Desktop Support Specialist role. Utilizing our ticketing system, the candidate will provide support for issues reported by onsite and remote staff. The Deskside Support Technician serves as the primary contact for solving and escalating tickets to 3rd tier support as needed. This role requires the ability to be on-call after hours and weekends as part of a rotation.

Responsibilities

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Provide in person and remote end user support with an emphasis on quality resolutions
• Help improve end user productivity by completing triage, offering advice, and teaching products and capabilities
• Support for computer hardware and any authorized desktop software for Windows, MacOS and iOS base systems
• Provide operating system and application support to diagnose and resolve unique, non-recurring problems
• Reimage systems as required
• VPN troubleshooting and support
• Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
• Ensures configuration and inventory management database entries are complete and accurate
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Identify and learn appropriate software and hardware used and supported by the organization
• Reinforce SLAs to manage end-user expectations
• Identifies potential escalations and proactively alerts management as needed.
• Perform other duties as assigned

Qualifications

• Must possess a professional demeanor and strong customer service skills
• Experience troubleshooting/repairing desktop and laptop hardware and software
• Onsite and remote support experience necessary.
• Basic understanding of networks, Client servers and telecoms
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
• Strong Microsoft operating system troubleshooting skills
• Experience supporting MacOS based laptops and software
• Strong problem solving and critical thinking skills
• Strong written and verbal communication skills
• Must be self-motivated and the ability to work independently with minimal supervision
• Must have excellent time management skills
• Must be detail and process oriented
• Ability to work flexible hours from time to time to cover for other staff and to be on call rotation (nights & weekends)