This position will involve collection and reporting of Support Service KPI’s, managing schedules, providing weekly reports, and general administrative duties. Assist Support Services Manager in directing Support Service staff to deliver information technology services and solutions that are accurate, timely and reliable. Including answering Service Desk calls, incident determination, escalation, logging, follow-up on calls, trouble shooting and resolving user hardware and application problems.

Requirements

Must have four years of experience in an IT configuration environment and troubleshooting of workstations.

1-3 years of Call Center and Help Desk experience

Typically requires a Bachelor’s degree with zero to two (0-2) years relevant experience working on a Service Desk.

Experience with remote user support

Excellent customer service skills that demonstrate tolerance and patience

Extensive knowledge of Microsoft Office applications, mainly Word and Excel

Excellent communication and organization skills

Excellent telephone and interpersonal skills

Working knowledge of Windows XP, including knowledge of how Windows applications are designed, where common menu systems are located and configuration file management.

Resourcefulness and ability to work independently and exercise sound judgment at all times

Provide assistance to other Analyst or Technicians

Flexibility around work schedule and ability to work overtime

Must be a creative problem solver, energetic, proactive with lots of initiative to recommend solutions, processes, etc.