Job Description
RESPONSIBILITIES:
- Received assigned tickets from our dispatcher and manage them cradle-to-grave
- Participate in daily round table discussions
- Participate in On-Call rotation
- Update and provide feedback on client documentation and SOPs
- Identify and recommend process improvement
QUALIFICATIONS:
- 4+ years of help desk experience
- Bachelor's Degree in Computer Science, or related field (or adequate work experience)
- Experience with Office 365 management, and product lines
- Experience with Hyper-V or VMware virtualization
- Intermediate knowledge of server operating systems and services, AD, Group Policy, DHCP, and DNS
- Intermediate knowledge of VLANS, IP Addresses, and wireless
SKILLS:
- Superior communication (both verbal and written) and interpersonal skills with a strong desire to project a helpful and positive customer service attitude
- Excellent time accounting and schedule management
- Positive, easy-going attitude
- Natural aptitude for technology
- Detail-oriented and is comfortable in a process-driven work environment
- Demonstrates organizational skills such as the ability to multi-task, set priorities, and follow up in a timely manner
- Has experience with using a PSA, RMM, and Documentation tool such as Connectwise and ITGlue