Shift Hours are 7:00pm - 7:0am Sunday, Monday Tuesday alternating Saturdays
Essential Functions:
• Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution
• Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center and provide Smart / Remote hands support
• Respond to requests for technical assistance in person, via phone, and electronically, based on urgency
• Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed.
• Proactively update users on status, document resolutions and perform timely follow-ups in accordance with established policy/standards
• Assists with maintenance activities to include Microsoft servers
• Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency
• Author process and support documentation to increase first call resolutions and reducing time to resolve
• Applies knowledge to the business and provides personalized, value-added service to clients
• Embrace teamwork and collaboration by supporting colleagues and leveraging others’ strengths and
experiences to achieve team goals
Qualifications:
• Associate degree in Computer Science, Information Systems or related field, or equivalent work experience
• One + year experience in customer service role providing technical support
• ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred
• IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft)
• Above average desktop/laptop/network/hardware/software/application troubleshooting skills
• Microsoft Server Technologies, VMWare
• Windows Operating Systems, Active Directory, O365
• Experience using service management system for issue tracking
• VOIP, WAN and LAN connectivity/routers experience preferred
• Outstanding phone etiquette and exceptional oral and written communication
• Ability to diffuse agitated situations and operate effectively and professionally under pressure
• Excellent customer service attitude and interpersonal skills
Compensation:
The compensation for this position is $37,595-50,470 annually. Final offer amounts are determined by multiple factors including experience and skillsets.