Position Function: Provide first and second-level technical support to internal and external customers for software, hardware and network related issues reported by telephone, email or in-person in an IT support team environment under general direction of the Service Desk Manager. Serve as a technical leader to the Service Desk Team and a primary escalation point for Tier-2 support issues. Essential Duties and Responsibilities:
Support IT issues reported through telephone, email and in-person.
Provide prompt and accurate support of IT systems including software applications, Endpoint, AS400, printers and network connectivity;
Responsible for first and second-level hardware/OS support of all Endpoint device, perform troubleshooting of equipment and repair;
Coordinate hardware repair of systems covered under warranty, ensuring resolution and customer satisfaction;
Support network connectivity for LAN, WAN, VPN and Wireless connectivity issues;
Thoroughly document troubleshooting steps and technical details about each reported incident to MyIT Logging application;
Follow internal support policies for escalating support to the next level of support as needed;
Provide communication, documentation and instruction to peers regarding best practices for supporting hardware, software and network issues;
Create documentation and training aids as needed to improve team and customer knowledge;
Perform software installations and upgrades;
Meet and exceed performance goals related to First Call Resolution, Call Handling, Ticket Handling, Quality and Reliability;
Validate Critical and High Priority tickets have been thoroughly documented and are accurate before escalation to Tier-2 or 3 support groups.
Identify support trends, communicate patterns and affect to peers and management team.
Provide Executive Support to VP’s and C-Level Executives when Primary Support is unavailable.
Assist with IT project-related work in a contributory role.
Actively develop skills of Service Desk Team through peer coaching and quality feedback.
Develop and document solutions for advanced technical issues within Knowledge Base.
Strong troubleshooting skills;
Outstanding customer service ability;
Ability to listen and analyze problems along with good technical ability to resolve and document processes and results;
Excellent written and verbal communication skills;
Self-motivated individual with assertiveness and high personal ethics;
Able to develop professional relationships with peers and end-users to enhance team environment;
Must have positive attitude and be people/profit/results oriented.
Strive to be proactive at identifying and resolving potential support issues before impact to customers.
Effectively balance phone queue, email and offline support time management.
Backup and assist the PC Support Team regularly with Desktop/Tier-2 Support.
Compose and send Enterprise IT Notifications for High and Critical Priority issues in addition to Sales Center and Plant location closures.
5+ years equivalent technical experience Service Desk activities.
5+ years’ experience in providing customer support.
Working proficiency of Windows 7, 8 10 and network connectivity.
Advanced computer-related hardware and peripheral support.
MS Office 2007, 2010/2013 required.
Experience with Call Tracking software required.
Active Directory experience required.
Citrix experience required.
Exchange and ActiveSync support knowledge required.
Associated degree in business or computer science, Bachelor degree preferred.
Technical Certifications a plus – MCP, A+, Network+, or experience.