EDUCATION/CERTIFICATION:

• High School graduate required
• Associate’s Degree or higher is preferred

EXPERIENCE REQUIRED:

• Experience working both independently and, in a team, oriented, collaborative environment is essential
• 1+ years of related experience in IT Technical Support
• Experience in Financial Services Industry a plus

KNOWLEDGE OF:

• O365 Product Suite
• ITIL Processes and Procedures

PRIMARY DUTIES WILL INCLUDE:

• Answer customer calls, open and resolve help desk tickets, and assign tickets as appropriate for resolution.
• Providing updates and completion information via email, voice mail, or instant messaging.
• Documenting solutions accurately and completely in the ticket system.
• Create and maintain Knowledge Base documentation as appropriate.
• Performs basic computer hardware and software troubleshooting as well as basic Office Suite support.
• Provides support in the installation, relocation, modification, diagnosis and repair of computers and/or associated peripheral equipment.
• Provides customer familiarization, if necessary and uses diagnostic procedures and test equipment for problem solving.
• Escalates problems and issues to a higher level of support as appropriate. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Performs work in compliance within specified warranty requirements.
• Maintains prompt and regular attendance.
• Work with IT Leadership for continuous improvement of customer satisfaction.
• Be fiercely committed to delivering the absolute best customer service experience possible.
• This list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities as needed.
  Qualifications:

TO LAND THIS ROLE YOU WILL NEED:

• Strong customer service and orientation in execution
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Ability to maintain professional demeanor under stress.
• Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people.
• Work for extended time at keyboard/terminal
• Maintain effective working relationships with supervisor and coworkers
• Read and understand technical documents
• Work flexible hours, including weekends and evenings
• Strong work ethic and emphasis on attention to details.