5 years minimum required.
Work in either Service Desk or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
Provide highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnosis, troubleshooting, service, and repair of complex equipment and systems.
Provide support services to employees with information technology issues involving applications or data, and educational technologies.
Provide timely resolution of problems or escalation on behalf of the customer to appropriate personnel, and provides case status updates to management and end-users.
Develop, document and implement standard operating procedures and customer service guidelines.
May be involved in supporting conferences and large training meetings of users in one location. During these times, local support is critical and provides proactive time for upgrades, maintenance, etc.
Make routine or required customer actions to meet customer needs. Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up. May handle escalated issues passed on from co-workers or subordinates.
During times of emergencies, outages and project planned work; be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the rollout of the system is successful.
Perform other job-related duties as assigned.
Apply acquired job skills and company policies and procedures to complete assigned tasks.
Develop applied knowledge of ITIL incident and problem management techniques. Give and receive information such as options, technical direction, instructions and reporting results
Strong communication and interpersonal skills required to understand troubleshoot and calm problem situations.
Basic office equipment and Microsoft Office.
Has a solid foundation in many of the critical IT competencies needed to perform the job.
Bachelor's degree or global equivalent in a related field.