What are the responsibilities and job description for the Helpdesk and Ticketing Technician - Ann Arbor, MI position at MKS2 Technologies?
A System Administrator must have experience in conducting routine system administration tasks and logging data in system admin logs. Systems administrators are responsible for maintaining system efficiency. Experience in maintaining troubleshooting a wide variety of systems and networks to include high volume/high availability systems. Must have knowledge on a number of debugging protocols and processes. Must be able to troubleshoot problems and issues identified by customers and implement corrective actions quickly.
Responsibilities:
- Receive and provide tier-1 and tier-2 support for incoming communications (calls, emails, voicemail, and web service request and incident records).
- Strong enterprise ticketing experience, Preferably ServiceNow or Snow Remedy, JIRA
- Monitor all ESD service request and incident records and ensure that all ESD tickets are addressed.
- Excellent customer- service skills and the ability to escalate tickets and delegate as needed.
- Experience tracking configuration changes
- Record announcements via the SvD telephony system message, to include general announcements regarding outages and/or service degradations. Monitor network status and availability, utilizing tools, to remain informed on pending incidents to provide proactive support
- Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.