Job Description

Principal Responsibilities: (Essential Function):

• Provides day-to-day support and monitoring of the deskside team with ticket assignment and resource allocations.
• Reviews professionalism by the deskside team and confirms adherence to dress code and shift times
• Completes survey reviews and provides customer feedback for deskside team members
• Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and regulations.
• Provide direct technical support to client’s on-site personnel
• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Resolve reported incidents in the software & hardware environment
• Maintain incident management system with up-to-date information on ticket progress
• Complete assigned tickets in timely manner within the Client SLAs
• Update asset tracking inventory in accordance with work instructions
• Provisioning and setup of phone for either landline or VOIP
• Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
• Provide support services for client’s conference and training rooms
• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues

Job Requirements Education/Experience

• BA or Vocational school degree preferred or equivalent work experience
• A+ Certification preferred
• Microsoft Certified Professional certification a plus
• Previous call center, computer support, or customer service experience
• Technician must be able to travel if it’s required by our client.

Skills

• Excellent desktop support technical skills. Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
• Configure and troubleshoot IOS and Android operating systems
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
• Excellent communication and customer service skills. Excellent teamwork skills
• Ability to perform root cause analysis and determine appropriate course of action based on result

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