IT Help Desk - Premier Support

Critical Responsibilities

• Primary point of contact for executive and VIP support

• Be the local escalation resource for Help Desk issues and processes

• Excellent customer support skills

• Excellent communication (both verbal and written)

• Respond to customer requests for support via telephone and e-mail and tickets

• Provide timely responses to reported incidents

• Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction

• Break/fix support of IT equipment (laptops, desktops, macbooks, printers, smartphones, VTC equipment)

• Properly run network and power cables as needed

• Maintain IT device inventories as instructed by supervisors.

• Participate in ACD phone call rotation support

• Proficient in supporting VTC related meetings and equipment

• Provide internal escalation support to other technicians at the help desk

• Help ensure any established metrics/SLAs are met

• Help Identify problem areas and problem trends, and assist in finding solutions

• Exceptional written and oral communication skills

• Strong documentation skills

• Ability to conduct research into a wide range of computing issues as required

• Experience using Active Directory to do basic user administration

• Office 365 support experience

• Interface with executives and provide "white glove" support

• Track local assets for site

• Assist with support for video / audio conferencing problems. Investigate faults and recommend further actions to rectify

Important Responsibilities

• Escalate problems to appropriate teams based on established guidelines and procedures
• Participate in root cause analysis
• Participate in team projects that enhance the quality or efficiency of service
• Track unresolved calls/tickets
• Troubleshoot remote connectivity issues for traveling users and remote offices
• Basic Systems Administration experience (Windows)
• Assist in the development of instructions and FAQ lists for end users
• Proactively identify process improvement opportunities, including end-user training tools and documentation.
• Research and resolve issues in a timely manner in accordance with standards

Knowledge, Skills, and Abilities

• Relationship building (people) skills
• Excellent communication skills (both verbal and written)
• Excellent organizational skills, ability to take technical direction and ability to prioritize tasks
• Strong understanding of distributed systems architecture and general knowledge of multiple technical disciplines
• Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), remote network access, network file servers, applicable software and troubleshooting techniques
• Ability to understand and assist in resolving network server problems or network infrastructure issues
• Demonstrable experience in the support and repair of laptop and desktop computers.
• Demonstrated problem-solving skills
• Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients' needs
• Must possess a motivated and team player work ethic
• A self starter with the ability to take ownership of issues and work on their own at times and find creative ways to resolve issues or put work-arounds in place
• Flexible work schedule

This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).