Job Description
Principal Responsibilities: (Essential Function):
- Provides day-to-day support and monitoring of the deskside team with ticket assignment and resource allocations.
- Reviews professionalism by the deskside team and confirms adherence to dress code and shift times
- Completes survey reviews and provides customer feedback for deskside team members
- Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
- Ensures compliance with all company policies and procedures, including safety rules and regulations.
- Provide direct technical support to client’s on-site personnel
- Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
- Resolve reported incidents in the software & hardware environment
- Maintain incident management system with up-to-date information on ticket progress
- Complete assigned tickets in timely manner within the Client SLAs
- Update asset tracking inventory in accordance with work instructions
- Provisioning and setup of phone for either landline or VOIP
- Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
- Provide support services for client’s conference and training rooms
- Perform customer support related tasks and special projects as assigned by management
- Liaise as necessary interdepartmentally to seek resolutions to all reported issues
Job Requirements Education/Experience
- BA or Vocational school degree preferred or equivalent work experience
- A+ Certification preferred
- Microsoft Certified Professional certification a plus
- Previous call center, computer support, or customer service experience
- Technician must be able to travel if it’s required by our client.
Skills
- Excellent desktop support technical skills. Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
- Configure and troubleshoot IOS and Android operating systems
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
- Excellent communication and customer service skills. Excellent teamwork skills
- Ability to perform root cause analysis and determine appropriate course of action based on result
Job Tags
Work experience placement, Local area, Remote job, Shift work,