responsibilities :

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat to end users
DL Creation, Modification, Owner Changes, Member changes
Mitel Phone – forward number to cell
Wifi – Connecting to guest
Software Distribution – push software, remove software
Print Driver Installation, help installing new printer from printerlogic
Cell Phone Upgrade – Help setting up new phone, changing authenticator to new phone
User accounts – extend vendor access with mgr approval; pw reset help;
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution.
Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
Troubleshoot client software and basic network connectivity problems.
Identify, evaluate and prioritize customer problems and complaints.
May train users and operators on a limited basis and/or may write training procedures.
Participate in on-going training and departmental development.
Routine maintenance updates with other IT staff and business units.
Provide all required documentation including standards, configurations and diagrams.
Provide knowledge transfer of EUC operations

requirements-expected :

Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
Personal dedication to providing high quality, superior service always. Ability to finish what is started is a must.
Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
Ability to learn new information quickly and the willingness to always do so.
Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
Teamwork
Technical Expertise
Interpersonal Effectiveness

offered :