The Service Desk provides computer support to all core business units, handling hardware and software issues, connectivity problems, wireless / mobile issues, and printing and functionality questions.
Most support is delivered remotely via Bomgar Remote Assistance and over the phone. The IT Analyst prioritizes customer service, attention to detail, and first call resolution, escalating to the Desktop Support Specialist team when necessary.
Exemplary customer service skills are essential for this role, as providing excellent service to users is a key duty.
This is a hybrid onsite / remote position requiring flexibility based on the needs of ITSS.
Computer Skills :
- Troubleshooting and configuration of Windows 10 / 11 Operating Systems
- Installation, configuration, and troubleshooting of Microsoft O365
- Installation, configuration, and troubleshooting of desktop / notebook hardware
- Installation, configuration, and troubleshooting of computer peripherals and hardware
Essential Duties and Responsibilities :
- Support end users via phone and remote support tools
- Address issues with Microsoft O365 applications
- Support HP desktops and laptops running Microsoft Windows 10 / 11
- Document all work in the ServiceNow Ticketing platform
- Support wireless connectivity for laptops and mobile devices
- Provide remote support using Bomgar Remote Desktop
- Assist with remote connectivity via Cisco VPN client software
- Manage time effectively to ensure timely responses to calls
- Escalate calls to the appropriate support tier when necessary
- Maintain attention to detail in handling customer calls
- Participate in rotational after-hours support
- Image and prepare computers for end user deployment as needed
- Deliver exceptional customer service, ensuring user needs are met promptly and efficiently
Requirements :
- Strong customer service skills with a proven track record of meeting or exceeding customer expectations
- 2 years of experience in IT support
- At least 2 years of experience in a customer service role
- Knowledge of ServiceNow is a plus
- Familiarity with Bomgar Remote Support is a plus
- CompTIA or Microsoft certifications are a plus
- Excellent verbal and written communication skills
- Proven troubleshooting skills for both computer hardware and software
- Ability to work independently and manage multiple assignments, including daily tasks and projects
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