REQUIREMENTS:

• 1 year experience as Service Desk Support or troubleshooting PC’s preferred
• Associates Degree
• A+ and/or N+ or equivalent experience preferred
• Excellent Customer Service and Communication Skills

POSITION RESPONSIBILITIES:

• Identifies root causes of issues, determines course of action, resolves issues and/or escalates for final resolution in a timely manner
• Call Resolution: First call resolution and request for service must be met as established by policy and procedures guidelines
• Monitors open call issues and escalates to appropriate IT resources
• Follows up appropriate departmental procedures, including appropriate Request for Service, Change Management, Downtime and Disaster
• Enters all calls into the Call Tracking System with detailed problem information and steps taken to attempt resolution
• Assigns unresolved calls to appropriate resources
• Provides follow up, communicates resolutions, issues and delays to users in a timely manner
• Makes recommendations to maintain, update and improve Service Desk knowledge base and related documentation on an as needed basis
• Demonstrates competency levels in supported applications such as Windows, VPN, other IT supported software applications.
• Demonstrates competency in learning about the most common hardware issues
• Applies knowledge received from in-services, classes, seminars, etc
• Provides hardware and software support as needed
• Delivers on commitments to user community within timeframes established by policy and procedure guidelines
• Answers phones in a timely, courteous and professional manner