Service desk

• Assist end users seeking technical assistance over email, phone or in person as it relates to end user hardware (e.g., computers, phones, mobile phones, tablets, printers, etc.) as well as enterprise software solutions (e.g., Microsoft Office suite, Adobe, Foxit, SharePoint, Zoom, file servers, remote access, virtual desktop solutions, etc.).
• Provide end users with regular updates on their requests or issues.
• Order, configure and provision end user hardware and enterprise software and solutions (for new hires and existing staff).
• Provide information and training to end users as it relates to IT products.
• Perform troubleshooting (in person or remote) through diagnostic techniques.
• Escalate issues to the appropriate IT teams.
• Assist and work with user go-live support for project implementation (e.g., Windows 10 upgrade).
• Document self-service instructions for end users and knowledge base articles for the Team.
• Define, manage and continuously improve processes related to end user support.
• Perform related duties as assigned.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS

The ideal experience and critical competencies for the role include the following:

• Minimum 2 years professional IT experience.
• Experience supporting Microsoft Operating Systems and applications (e.g., Microsoft O365, Windows 7/10).
• College coursework in the pursuit of a B.A./B.S. degree with a concentration in Business, Computer Science, Information Design, Human-Computer Interaction, Computer Engineering, or related field.
• Experience with some of the following: MacOS and Apple iOS, Helpdesk ticketing systems (e.g. ServiceNow, ZenDesk), Video Conferencing technologies, Cisco IP telephony, ITIL and/or ITSM.
• Excellent customer service and interpersonal skills.
• Consistent work ethic and dedication to follow tasks through to completion.
• Strong verbal and written communication skills.
• Ability to adapt within a rapidly changing environment.
• The ability to articulate your thoughts in a clear and concise manner to both business users and IT staff through written correspondence, presentations and/or meetings.
• Demonstrated team player, self-starter, and independent thinker.