Assists in call resolution and IT projects in the centralized Help Desk. Works closely with Field IT, Infrastructure, Business Systems and Telecom in resolving technical requests from users company-wide.
Requirements
- Responds to and resolve IT requests via phone, email, voicemail and walk-ins
- Escalates calls as needed using the incident management and knowledge base tools
- Tracks and documents customer requests through an incident management tool, reflecting thorough troubleshooting processes
- Analyzes, coordinates, and delivers timely and accurate problem resolutions for end users
- Provides technical support for “fully supported” and “accepted” desktop software, approved hardware (PC/laptops/printers/LCD projectors, internet connectivity solutions), as well as approved custom enterprise applications
- Serves as a Subject Matter Expert (SME) for Account Provisioning, wireless support, AD Folder Permissions or others as assigned
- Identifies opportunities to enhance the support process and takes a leadership role as an enabler
- Assists in the development of more effective support procedures across the team
- Leads the development of support documentation
- Updates the IT Service Center Wiki knowledge base with new applications, policies, and FAQ information
- Serves as a coach and mentor for Associate Help Desk Technician
- Becomes a subject matter expert in multiple Corporate Enterprise applications, delivering advanced support and enhanced services in this area
- Leads complex projects involving the design, development and rollout of technical products and services
- Participation in off hours on call support of business applications as necessary
- Performs other related duties and activities as required
Benefits
- 401k Matching
- Retirement Plan
- Generous Paid Time Off