Job Description

Job Description

The Help Desk Support will be supporting centers across the network with daily projects and activities as directed. Responsibilities include maintenance of IT equipment throughout the environment, managing multiple customer requests simultaneously including troubleshooting of all IT related equipment such as PCs, wireless handheld devices, thin clients, printers, MACs and other end user devices. The position will also require supporting of multiple locations remotely. This position reports directly to the IT Manager of the Services Support Desk.

• High attention to detail to support users with technical issues over the phone and email while providing exceptional customer service.
• Follow standard Deskside operating procedures; accurately update tickets using the defined tracking software and processes.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Work well with other members across the business to escalate or resolve tickets as quickly as possible.
• Take responsibility of issues from start through to a successful resolution.
• Exercise professionalism when working in our dynamic, fast paced environment.
• Take ownership of your work with limited supervision.
• Provide moderately complex technical support for end users.
• Lead installation, configuration, and maintenance efforts related to computer operating systems with an emphasis on macOSX.
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
• Qualifications
• Associate or bachelor’s degree in computer science and/or 3-5 years’ work experience in the specialty area or an equivalent combination of education and experience, required.
• Experience troubleshooting integrated and interdependent computer systems with an emphasis on macOSX.
• Ability to prioritize work priorities based on department and production objectives
• Excellent written and verbal communication skills.
• Ability to work and make decisions independently in a fast-paced environment.

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