Help Desk Support I (Remote)

POSITION SUMMARY

The Help Desk Support I role is to provide technical support to users on our LAN/WAN and Cloud environments. This person will also assist the IT Infrastructure Team with server and network support. Responsibilities include gathering and analyzing relevant issue data, resolving the issue reported and documenting the resolution in our incident report ticketing system. This person will also diagnose, resolve, and document hardware and software network problems. Other duties will also include end user training and IT related (daily/monthly) operational tasks as assigned.

PRINCIPAL DUTIES & RESPONSIBILITIES

·         Receive and respond to all help desk tickets. Log the ticket into the management system and respond within SLA threshold, ensure every incident is entered and managed into ticketing system.

·         Ensure customer contact information is current in ticket management system.

·         Escalate inquiries to Help Desk Supervisor for triage and/or resolution.

·         Update and maintain issues knowledge base (Self Help) as appropriate.

·         Monitor internal customer help desk ticketing system for unassigned tickets.

·         General knowledge of service offerings, customer service principles and various computer software applications.

·         Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations.

·         Identifies solutions to improve efficiency and reduce waste.

·         Focuses on solving conflict; maintains confidentiality; listens to others without interrupting.

·         Works within guidelines of company protocols; obtains, clarifies, and provides information within established procedures

·         Prioritizes and plans work activities; sets goals and objectives; uses time efficiently; communicates activities and results as appropriate.

·         Regularly provides specific instructions to complete tasks; participates in regular reviews of assigned and completed tasks.

·         Any other duties needed to help fulfill the Associations Mission, abide by the Association’s Values, and fulfill the Association’s Strategic Objectives.                                                                                                                                                       

Knowledge and Skills Requirements

·         Associates degree in IT/ Computer Science and/or 2 years’ related experience

·         Working technical knowledge of Windows Server and PC, and MAC operating systems

·         Microsoft Windows Active Directory and Office 365 apps

·         VDI technology, Anti-virus, MDM, VMware, VEEAM backup/replication - preferred

·         Minimum 1 year application support experience with Office 365 and CRM solutions.

·         Working technical knowledge of industry standards regarding network hardware and protocols

·         AWS Cloud experience with EC2 and S3 technologies.

·         2 years hands-on hardware troubleshooting experience.

·         Certifications: Microsoft Certified IT Professional (MCITP) - preferred

·         CompTIA’s A - required

·         CompTIA’s Network (preferred)

·         AWS certified (preferred)