Job Description:
This is what you'll do:
- Respond to and resolve Level 2, and in some cases Level 1 IT support tickets regarding laptops, desktops and user applications
- Perform "root cause analysis” when the Service Desk escalates problems/tickets – ensure that process or configuration changes are communicated to the responsible parties
- Provide primary support and configuration changes to functional systems deployed across the company
- Help develop IT tools and processes to promote efficient and effective end user support practices
- Assist in documentation of IT knowledge base for internal IT use, or broader employee reference, as appropriate
- Set up new user accounts and workstations
- Teach new employees basics around relevant IT systems
- Deploy, maintain and support office technology – such as printers, video conference units, digital whiteboards
- Collaborate with remote IT team members to build and maintain positive, productive team relationships
- Develop positive relationships with the business and other functions involved in downstream technical processes
This is what you'll need:
- At least 3 years of relevant work experience required
- Strong written and verbal communication skills are a must
- Tech Savvy – Ability and passion for learning new technology and tools
- Passion for Customer Support – A drive to help end users get what they need to do their jobs the best they can. A sense of satisfaction from helping end users get what they need in a timely manner
- Prioritization Skills – The ability to analyze support requests, and prioritize them based on impact
- Discipline – The discipline to actively manage help desk tickets and internal IT tasks, without getting distracted by email, chat or other adhoc communication
- A Teacher – Able to teach end users about IT technologies or solutions to their issues in an easy to understand way
- Self-Starter – The ability to actively look for effective tasks to complete in times of low tickets
- High school education required
- IT certifications or higher education preferred
•
Last updated on Mar 17, 2022