Help Desk 1

Roles / Responsibilities :

Provides front-line technology support by answering and responding to inbound calls / emails in a timely and professional manner, gathering and analyzing information about the customer's issue and determination of the best way to resolve the problem. Provides basic support and troubleshooting, including password resets, printer configurations, break / fix instructions, website content updates, creates accounts and configure hardware as part of on boarding processs, supports audio and video equipment in conference rooms, and support for more complex issues where configuration solutions have already been documented. Responsible for ensuring that all support calls / emails are properly documented in the tracking system, escalating issues as appropriate, and communicating trends to management.

Mandatory Skills :

• 3 years of experience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person).
• 2 years of experience working with customers across all levels of technological proficiency.
• 2 years of experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems.
• 1 years of experience with Active Directory.
• 1 years of experience with cloud platforms and technologies like Microsoft Azure.

Desirable Skills :