Log service requests into the LANDesk ticketing system, conduct first level problem determination, assign priority level, resolves and closes majority of service request calls at the first service level.
Designates second level problems and assigns service requests to appropriate personnel groups according to Service Level Agreements (SLAs) and Support Desk Procedures (SDPs) for further problem determination and resolutions.
Monitor support desk tickets for new requests and work according to the SLAs and SDPs.
Demonstrates exceptional support service in all contacts with customers.
Conducts and records follow up responses with customer requests with clear concise resolution descriptions on the modifying and closing of LANDesk tickets.
Conducts and records follow up responses with support personnel on service requests in a timely manner, ensuring escalation procedures are followed and provide proactive status responses to the Support Desk Manager, Incident Manager and customers.
Assist Support Desk Manager with administrative functions such as policies, procedure documentation and incorporate reporting for the Support Desk.
Perform other job related duties as assigned by Support Desk Manager.
Bachelor's degree in computer science or other technical discipline or equivalent experience.
At least one to three years of experience in IT Customer Support or Help Desk and one to two years of experience performing advanced troubleshooting on PC related issues.
Knowledge of Microsoft Office Suites, Windows 10, Windows 7, and general knowledge of Active Directory.
Must be able to handle multiple tasks concurrently.
Must be willing to work a rotating shift from 7:00 am to 6:00 pm periodically.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.