Job Description

This individual will be responsible for ticket intake, escalation, and completion of service requests and incidents where documentation is provided The ideal candidate is well spoken, able to handle a fast pace, and has ambition for career growth This position reports to the Team Leader Responsibilities Reviews personal and team queue to assist with timely acceptance and correspondence on submitted issues. Checks, validates, and updates ticket documentation to ensure proper issue identification and internal metric tracking on individual tickets Performs intake and triage on issues submitted through phone and email Quickly and accurately prioritizes incidents and promotes proper Incident Management Troubleshoots, escalates, and/or resolves tickets within defined SLAs Leverages remote support tools to resolve support requests Appropriately manages expectations of clients and peers Works within defined documentation to provide resolutions where defined Provide excellent customer service Assists with special projects as assigned Other duties as required Education B.SC/ BTech/ MCA Experience Experience supporting the Microsoft and Mac operating system environment and suite of products, preferred Ability to troubleshoot issues, identify solutions and appropriately escalate issues, preferred 1 Year of Help Desk required 1 Year of Consulting experience preferred Software Windows 10, required Microsoft Office, preferred Active Directory Users and Computers, preferred AutoTask, preferred Other Knowledge, Skills & Abilities Exposure to help desk processes and procedures with experience with service desk management tools, preferred Prior experience with IT Service Management systems (i.e. Remedy, ServiceNow, ConnectWise, Autotask, N-central, Kaseya, etc.), preferred Has a high degree of professionalism, attentiveness and communication excellence (both verbal and written) Ability to diplomatically interact and communicate with all levels within an organization Ability to apply proper office management practices and administrative support processes Strong analytical and problem-solving skills; ability to remain calm under pressure and work in a fast-paced environment Ability to work independently and within a team environment Keywords: Help Desk, Level One, Tier 1, Tier One, Level 1, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Office 365, Call Center, MSP, MSG, Managed Services Provider, Consultant

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