Job Description
Job Description
Reports to : IT Support Manager
Pay Rate : 40,000 50,000 Annually
Duties and Responsibilities
Support / troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment.
Remotely assist users with desktop, server, point of sale, business management programs, network or software troubleshooting, updating required software, firmware or applications
Occasional On-site visits to clients when remote work cannot resolve issue
Issue resolution and troubleshooting for software application errors, printer issues, shared resource access, hardware and software configuring and installations, OS patch management, performing basic network and server level troubleshooting, providing on-site support in a very customer-oriented service environment, and other duties as assigned
First level identification and escalation of Major Incidents using the approved IT escalation processes
Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within IT
Assist in creating knowledgebase articles, checklists, FAQs and End User training.
Follow all standard service desk policies and procedures.
Answering or escalating customer questions, instructing customers in the operations and maintenance of systems / equipment
Willingness to learn industry specific and proprietary management systems
Perform network administration functions, user account permissions, Active Directory changes
Follow up with clients to ensure resolution is complete and satisfactory
Maintain accurate, thorough and timely information in ticketing system adhering to departmental policies and procedures
Collaborate with peers to form technical solutions
Completion of day-to-day help desk support requests and assigned projects that require interaction with other divisions of our company
Additional responsibilities as assigned
Must possess reliable transportation and be willing to travel to customer sites as needed
Capabilities / Competencies
Minimum of 3 years demonstrated, recent support / troubleshooting experience in all aspects of Windows XP, Windows 7, Windows 10, MAC, MS Office, Office 365, Internet Explorer 9 and above.
Minimum of 2 years in a customer service role within an IT support team.
Thorough knowledge of all Windows server and desktop operating systems
Thorough knowledge of Word, Excel, PowerPoint, Outlook, Active Directory and Exchange
Familiarity supporting (not engineering) TCP / IP, cables, IP phones, workstation connectivity, printer connectivity, POS devices and Active Directory administration
Ability to provide remote desktop support to customers.
Ability to use remote support tools like VNC, LogMeIn, RDP, etc.
Ability to multi-task and maintain good communication is a must
Solid organizational skills and be strong attention to detail.
Excellent written and oral communication skills.
Excellent problem analysis and solving skills.
The Help Desk is a 24x7 operation. Candidates must be very flexible and willing to work during holidays and on shifts as required.
Shifts may be changed based on coverage requirements and special events. Candidates may be asked to work longer hours on a case-by-case basis.
Must be able to learn quickly and be very self-sufficient with limited training required.
Candidates must be able to cope with stressful situations and frustrated customers in a calm and appropriate manner.
Self-starter, dependable and accurate in completing tasks with strong attention to detail.
Demonstrated ability to multi-task and work independently with minimal supervision.
Adhere to internal IT Policy and Procedures as it relates to helpdesk operations.
Independent, self-starting attitude with the willingness to share knowledge.
Strong customer service and problem-solving skills including the ability to provide diligent, prompt, and courteous responses to users’ questions or issues.
Ability to function effectively in a fast-paced environment
Desired Skills & Experience
2-4-year degree in a Technical field
Minimum of 1 year in the hospitality industry
IT related certifications preferred e.g. A+, Network+, Security+, ITIL or MCP.
Understanding of basic ITIL principals preferred.
Basic understanding of application architectural principals and technologies in relation to client / server, n-tier, asynchronous message hub and web-based.
Basic understanding of networking concepts, including LAN / WLAN / WAN, TCP / IP, ICMP, 802.1x authentication, 802.11 wireless networking, DNS, DHCP, VPN, RSA, proxy, certificates and FTP (SSL & SSH) and ability to remotely troubleshoot connectivity issues for end users.
Basic understanding of types of network and server equipment, like firewalls, routers, switches, load balancers, blades, chassis, racks and SAN.
Demonstrated ability to support remote users over VPN technologies and get them operational without access to see their computer or remote network configuration.
Knowledge of Active Directory and application-based user account management.
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