Sr Help Desk Associate 2 at GDH in Charlotte, North Carolina

Posted in Other 4 days ago.

Job Description:

.bd_title { font-weight: bold; } Job Responsibilities: * Logging of tickets received via phone, email and web. Working these using trouble shooting knowledge articles before assigning to the next tier support team.
* Assists second and third-tier technical specialists with resolving escalated incidents and identifying root cause.
* Demonstrates professionalism and good customer service skills when working with internal and external customers.
* Use effective listening techniques to identify customer needs and leverage appropriate communication skills or style to deliver clear messages to customers.
* Establish methods to deal with various customer behaviors. Applies strategies to build rapport with customers, peers and other organizational work-groups.
* Leverage knowledge, experience, and/or historical information in fulfilling service requests.
* Documents knowledge and solutions for peers and other work groups in order to minimize customer downtime and duplication of effort. Follow established guidelines for recording service requests, providing status updates to customers and updating appropriate informational databases. Provides on-call response to critical work stoppage issues during non-business core hours.
* Answers client's inquiries concerning systems operation; diagnoses system hardware & software to include: Desktop, laptops, Windows, MS Office, Apple, Mac OS, Androids, and other Mobile devices. Recommends and implements remedial actions to correct problems based on the knowledge or systems operation.
* Troubleshooting networking and communications issues including wireless communications

Basic Qualifications:
* Associates degree in appropriate discipline or in the absence of an associate's degree three years of related experience
* Experience with Helpdesk support
* Experience with PC (desktop and laptop) support
* Experience using and supporting O365
* Strong working knowledge of the Microsoft Windows Operating Systems
* Strong working knowledge of the Microsoft Office Suite
* Experience supporting PC's in a Windows Active Directory domain environment (e.g. such as password resets)
* Experience is required with PC Imaging, supporting remote connectivity methods, antivirus and antispyware applications, system patching and application updates, application troubleshooting
* The successful candidate must be a self-starter, and promote a positive team player environment
* Ability to communicate clearly and effectively via phone with internal customers
* Experiencing use of and managing inventory for PC hardware and software
* Excellent documentation skills geared towards developing procedures to maintain consistency and positive user experience
* Schedule, prioritize, multi-task, and follow through to ensure that tasks are completed
* Strong customer service and communication skills
* Prior ticketing systems experience specifically including monitoring trouble and problem tickets and follow up to ensure customer satisfaction
* Works well with others within the team, department and across the enterprise