POSITION OVERVIEW :
Responsible for the continuous improvement of the day to day responsibilities of the Service Desk, including infrastructure, phone, and desktop support.
Responsible for insuring outstanding service delivery to the company. Responsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction.
QUALIFICATIONS :
- Current Certifications in MSCE, VCP, or CCNA, ITIL is a plus
- Develop weekly and monthly reports on help desk team’s productivity
- Monitor, mentor, coach and assist team members to deliver quality support
- Develop a dashboard that summarizes the performance and status of IT infrastructure operations and develop procedures that outline how reduce incidents though KPIs, requests, and problems identified, assigned, and managed in the ITSM.
- Will need to identify process and procedures to develop faster and less expensive ways for productivity.
- Sets goals and expectations for all daily tasks and projects.
- Extensive Knowledge of Active Directory, DNS, VSphere, 3cx VoIP and Poly Telepresence, Cisco Meraki, VEEAM, Kandji, Atera, Ticketing System Administration
- Troubleshoots network, storage, server, cabling, Mac OS and Windows systems along with application elements of a system.
- Documents system changes through change management, team process and procedures, and system diagrams.
- Assists in establishing performance metrics and measurement and reporting of established metrics.
- Analyze, evaluate and prepare recommendations for system improvements, optimizations and development
- Strong attention to detail, along with organizational and time management skills are a must.
ESSENTIAL DUTIES INCLUDING BUT NOT LIMITED TO :
- Provide hardware and software technical assistance for support requests related to company computer systems and peripherals.
- Support global offices during their off-hours.
- Significant experience in a customer service-oriented environment. Can communicate effectively with upper level management.
- Diagnose, troubleshoot, and resolve / escalate issues reported to the help desk.
- Monitor, manage, and document all actions and solutions into ticketing system.
- Respond to requests via email, in person, or over the phone using remote assistance tools.
- Follow up on outstanding requests and ensure timely resolution.
- Maintain inventory of company computer equipment and peripherals and supplies.
EDUCATION REQUIREMENTS :
Bachelor's degree and / or 5+ years of related work experience.
BUSINESS HOURS :
Corporate Office Hours : Mon-Fri, 9 : 00am-6 : 00pm CST
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