Work Experience: More than 12 months- Field incoming help requests from end users via both telephone and work orders in a courteous manner- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue- Build rapport and elicit problem details from help desk customers- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolutionOther skills:- Ability to advise and to present to one or more customer staff.- Monitor and control daily service call activity, utilization, inventory levels and service levels.- Exceptional customer service- Advanced knowledge in Customer Service Aptitude- Resolving technical problems with hardware, software and connectivity.- Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve- Participate in the configuration and support of internal systems.- Ability to work effectively with Logistics- Adherence to assigned schedule- Adhering to documented policies, procedures and processes for nsc that are specific to the service.- Clear and concise documentation of all customer interaction within appropriate CRM tool.- Able to function in a team environment- Maintain knowledge levels as industry enhancements occur- Support installation and implementation of connectivity and high-end systems products- Continuous improvement of serviceSound knowledge of:- Advanced knowledge in Computer Hardware- Advanced knowledge in Microsoft Operating system- Proficient knowledge in Printer Hardware- Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices- Proficient knowledge in Ticketing software- PC\Laptop hardware- PC\Laptop peripherals, including printers- Mobile devicesAwareness of;- Active Directory- Exchange- Apple OS- Network and server hardware and componentsIT qualifications may include:- A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +- PC\Laptop OEM Maintenance Certification- CompTIA A+ Certification- Microsoft Certified IT Professional (MCITP) certification in desktop area- Microsoft Office Specialist (MOS) certificationPay: $80,000.00 - $100,000.00 per year
