BASIC QUALIFICATIONS

• Associate degree with 3+ years of experience. Additional years of relevant experience may be considered in lieu of a degree.
• Competency in ServiceNow ITSM tool.
• Proficient in Active Directory account management.
• Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.
• Experience installing, configuring, and troubleshooting hardware, software, and peripherals.
• Experience working in a team-oriented, collaborative environment.
• Demonstrated ability to work independently to perform responsibilities effectively and efficiently.
• Demonstrate strong analytical and problem-solving skills.
• Ability to communicate technical concepts to technical and non-technical audiences.
• Aptitude and enthusiasm for learning and teaching new technologies.
• Ability to establish and maintain productive working relationships with all levels of staff and the customer.
• Collaborative and works as part of a team to successfully achieve common goals.
• Empathetic, honoring the consumer and what they are feeling. Passionate about helping others. Self-Confident and able to diplomatically express views that may be unpopular.
• Actively listens and can quickly distill provided information and insights.
• Conscientious, organized, and dependable; always meets deadlines and commitments.
• Must be able to obtain and maintain a public trust clearance.

PREFERRED QUALIFICATIONS

• Proficient in utilizing JIRA to provide updates to projects/tasks.
• Technical Certifications in any one of: MCP, Dell/EMC, CompTia A+, Network+

Under the direction of the Customer Support (Tier 2) Lead, you will be responsible, to include, but not limited to:

• Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to computer workstations, printers, and peripherals in accordance with the program policies, procedures, and Knowledge Base Articles (KBAs).
• Perform software and hardware upgrades/repairs to existing equipment using current processes and provide recommendations for improvements.
• Assist Executive Support team to address executive user issues and requests as necessary.
• Coach Tier 1 agents on how to recognize and categorize issues based on what the customer is communicating (active listening and analysis) and provide a quicker resolution to users in the future.
• Continuously provide feedback on Tier 1/ Tier 2 knowledge articles and ensure that instructions include steps Tier 1 can take to resolve customer issues without having to transfer calls to the Warm Transfer team, resulting in quicker resolution for the end users.
• Directly answer the calls from the user as well as receive calls from Tier 1 agents to provide higher level of expertise to the end user, resolve tickets remotely with the goal to address user needs at first call resolution.
• Train users in accordance with the existing Knowledge Base Articles (KBA) on the proper use of hardware, software, and mobile devices.
• Monitor end user asset performance and take appropriate proactive corrective action whenever necessary.
• Identifies potential problems and understands when problems exist without being prompted.
• Works individually, actively participates on integrated teams.
• Analyzes root causes and resolves issues.
• Ability to work after hours or weekends on an as needed basis to provide support which includes the ability to be on-call for emergency support.