Provide remote call and desktop support for end users (PC & Mac).
Answer and solve incoming calls and service desk tickets within defined SLAs.
Respond to emails in a timely and professional manner.
Communicate and coordinate with a variety of IT support teams to resolve end user tickets.
Willing to learn implementation, support, operation, and best practices of company systems.
Document procedures and update documentation to record new equipment installed, new sites, changes to computer configurations, etc.
Occasional on-call support.
Customer advocacy and passion for solving problems.
Qualifications:
Advance knowledge with Windows and Apple operating systems, including troubleshooting, the ability to install software, and answer common how to questions.
The ability to installation\troubleshooting software, hardware, basic networking, and Commercial off-the-shelf software (COTS).
Proficient with Microsoft Office suite and in tune with developing technologies.
Ability to support a variety of technologies including but not limited to phones, tablets, audio & video equipment.
Ability to learn advanced troubleshooting and analytical skills for custom applications.
Background in a multi-tasking challenging environment.
Strong verbal and written skills required.
Ability to solve problems quickly and completely.
Ability to plan and organize effectively.
Strong written and verbal communication skills, including the ability to dialogue with executives with confidence when necessary.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.