JOB TITLE: Help Desk Tier 1.5
JOB SUMMARY: Responsible for initial triage and resolution of basic remote support requests.
POSITION RESPONSIBILITIES:
Technical:
•Follow detailed processes to deliver consistent results
•Provide basic support of Microsoft’s core business applications and other line-of-business applications
•Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
•Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
•Provide basic support of network security solutions
•Provide basic support and management of VoIP systems
• Onboard and Offboard users through Active Directory
•Provide support of backup and disaster recovery solutions
•Provide basic support of VPNs and RDS
•Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
•Provide after-hours support per scheduled on call rotation
Operational:
•Triage incoming service tickets
•Resolve quick fix tickets as scheduled
•Escalate and schedule service tickets that require higher level or onsite support
•Resolve RMM tickets
•Provide live answer help desk support
•Thoroughly document tickets on a real-time basis
•Consistently exceed defined Service Level Agreements
•Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
•Document internal processes and procedures related to duties and responsibilities
QUALIFICATIONS/SKILLS:
•Strong verbal and written communications skills
•Strong technical diagnostic skills
•Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
•Technical awareness: ability to match resources to technical issues appropriately.
•Understanding of technical support tools and techniques used to provide IT services
•Typing skills to ensure quick and accurate entry of service request details.
•Self-motivated with the ability to work in a fast-moving environment
CREDENTIALS AND EXPERIENCE:
•1-2 years of Help Desk Support experience
•Microsoft MCP of Current OS or completion within 3 months of employment
•A or Network preferred
MEASURES OF PERFORMANCE:
•3X W2
•18 help desk tickets resolved per day
•30 quick fix tickets resolved per scheduled day
•Real-time Ticketing
•Ticket Quality Assurance score > 95%
•Personal CSAT Score > 96%
•100% Compliance TAP training goals