Desktop Support

Description:

This list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician
Provides first level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments
Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.
May interact with internal and external support teams and third party vendors to identify and correct core problems
Simulates or recreates user problems to resolve operating difficulties
Maintains daily awareness of outages and issues system wide
Escalates incidents to escalation teams to ensure customer resolution
Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed
Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
Works overtime as necessary and when approved
Maintains confidentiality regarding employee, company, and customer information
Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices
Shift work required/24x7 IT coverage environment

ALL YOU'LL NEED FOR SUCCESS

Minimum Qualifications Education & Prior Job Experience
Technical degree and/or equivalent experience
2 years Help Desk and/or customer service experience
2 years troubleshooting experience with service desk environments
Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX, and SCEPTRE

Preferred Qualifications Education & Prior Job Experience
Apple certification (Apple Genius)
A+ Certification

Skills, Licenses, and Certifications
Strong interpersonal, written and verbal communication skills
Ability to multi-task in a stressful environment
Strong problem-solving and analytical skills